Associate Manager -Service Recovery

Department:Service Recovery

Location - Mumbai Lower Parel

About the Department

Service recovery is a customer grievance handling unit. The potential candidate will be responsible to handle IRDA complaints, PMO office, IGMS, Branches, call centre/e-mail/chat, customer walk ins and Sr. Management escalations.

What does the job entail?

• Responsible for resolving customer queries and service requests received through email
• Ensure service interactions are dealt with promptly including service recovery
• Coordinate with internal teams to ensure the requests are closed in a timely manner
• Deliver best in class customer experience in the service interactions leading to improved VOC
• Identify gaps in existing processes and work with various project teams to drive improvements
• Ensure SLA's, TAT's, Productivity and Quality metrics are met as per defined targets
• Monitor quality of responses whether First time Right in providing resolution have been followed
• Improve connect with customers through engagement activity and understand why customers have emailed and provide resolution
  

Essential conditions:

• Education: Graduation
• Work exp:2+ years
• Work related skills: Good in Excel, process of cross-functional departments and effective communication skills.