Walk-in || Associate and AM- Customer Service

Role & responsibilities

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 (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

Preferred candidate profile

• 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