Senior Associate - Customer Service

Job Description

Job Title Senior Associate - Customer Care Location Gurugram- 90 C Department Operations Function Operations – Customer Service Reporting to Deputy Manager – Customer Service Band
5

The Incumbent would be responsible for managing email backend vertical along with team of executives. The primary role is to ensure timely and accurate resolutions shared with customers on email and call. Problem understanding and solving by way of designing process and implement tech solves.

• Resolution of Queries:
  • Resolve all escalated complaints from Agent Advisor & Customers within the defined Service Level Agreement’s
  • Ensure adherence to documented processes, procedures and controls
  • Liaise with other support units in Home Office (such as Operations, Products, Actuaries, Finance, Admin, IT) to ensure that all local queries/complaints are resolved
  • Ensure follow up with customers / Agents to ensure complete satisfaction
  • Publish MIS and Dashboards
• Data Analysis:
  • Help in Root cause analysis of Queries / Complaints received
  • Strictly follow the Escalation Matrix
• Measure of Success:
  • Customer satisfaction scores
  • Agent satisfaction scores
  • TAT of Customer/Agent query resolution as per defined SLA
  • 100% compliance to standards.
  • 100% compliance to Quality Scores and Grievance KPI’s.