Assistant Manager - Customer Service

Job Description

Position

Department

Location

Key Responsibilities: 

  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

  Internal quality scores

  TAT of Customer/Agent query resolution as per defined SLA

 100% compliance to standards.

Desired qualifications and experience:

        Graduate with 1-2 years’ experience in Operations / Customer Care for Associate/ Sr. Associates and minimum 2-3 year’ of experience for Assistant Manager

  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:

Key Responsibilities

• Manage day-to-day customer service operations for insurance customers.
• Handle customer queries, complaints, and escalations within defined TATs.
• Ensure high levels of customer satisfaction and service excellence.
• Coordinate with underwriting, claims, sales, and backend teams for resolution management.
• Monitor service metrics such as SLA, TAT, CSAT, NPS, and productivity.
• Drive process improvements and operational efficiency initiatives.
• Ensure compliance with regulatory and company guidelines.
• Prepare MIS reports, dashboards, and management presentations.
• Support digital transformation and customer experience enhancement initiatives.

Required Skills

• Strong understanding of insurance operations and customer handling
• Excellent communication and stakeholder management skills
• Team handling and people management experience
• Escalation and grievance handling expertise
• Analytical and problem-solving skills
• Knowledge of service quality metrics and process improvement
• Proficiency in MS Excel, PowerPoint, and reporting tools