Assistant Manager - Customer Service

Assistant Manager
- Customer Care

No. of Positions: 1

Department:
Operations

Function:
Customer Care

Location:

Gurgaon – 90 C

• Resolution of Queries:
  • Resolve all escalated complaints from Agent Advisor & Customers within the defined Service Level Agreements
  • Ensure adherence to documented processes, procedures and controls
  • Liaise with other support units in Home Office (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

• Customer satisfaction scores
• Agent satisfaction scores
• TAT of Customer/Agent query resolution as per defined SLA
• 100% compliance to standards

• Graduate with 1–2 years’ experience in Operations / Customer Care
• The applicant should have good English & Hindi speaking skills, a keen interest in the Internet and strong working knowledge of computers

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