Executive - Customer Service
Max Life Insurance, Topeka, KS, United States
Job Description
Career Opportunities Position AM - Customer Care No. of Positions: 1 Department: Operations Function: Customer Care Location: Gurgaon - HO Key Responsibilities:
Team handling and supervision Production Support 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 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. Desired qualifications and experience:
Graduate with 2-3 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 Knowledge and skills required:
Customer centricity Good communication skills Basic computer skills
#J-18808-Ljbffr
Career Opportunities Position AM - Customer Care No. of Positions: 1 Department: Operations Function: Customer Care Location: Gurgaon - HO Key Responsibilities:
Team handling and supervision Production Support 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 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. Desired qualifications and experience:
Graduate with 2-3 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 Knowledge and skills required:
Customer centricity Good communication skills Basic computer skills
#J-18808-Ljbffr