Associate - Customer Service

Job Description

Career Opportunities

Position

Senior associate- Customer CareNo. of Positions1Department

OperationsFunctionCustomerServiceLocation

Gurgaon – 90 CKey Responsibilities:

Ü Resolution of Queries: Ø Resolve all escalated complaints from Agent Advisor Customers within the defined Service Level Agreement’s

Ø Ensure adherence to documented processes, procedures and controls

Ø 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

Ø Ensure follow up with customers / Agents to ensure complete satisfaction

Ø Publish MIS and Dashboards

ÜData Analysis: Ø Help in Root cause analysis of Queries / Complaints received

Ø Strictly follow the Escalation Matrix

Measure of Success: Ø Customer satisfaction scores

Ø Agent satisfaction scores

Ø TAT of Customer/Agent query resolution as per definedSLA

Ø100% compliance to standards.

Desired qualifications and experience: Ø Graduate with 3-4 years’ experience in Operations / Customer Care

Ø 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: c