Assistant Manager

3 days ago

Gurgaon, Haryana, India Max Life Insurance Full time

Career OpportunitiesPositionAssistant Manager - Customer CareNo of Positions1DepartmentOperationsFunctionCustomer CareLocationGurgaon - HOKey Responsibilities xc3 x9c Resolution of Queries xc3 x98 Resolve all escalated largely CEO escalations complaints from Agent Advisor Customers within the defined Service Level Agreement s xc3 x98 Ensure adherence to documented processes procedures and controls xc3 x98 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 xc3 x98 Ensure follow up with customers Agents to ensure complete satisfaction xc3 x98 Publish MIS and Dashboards xc3 x9c Data Analysis xc3 x98 Help in Root cause analysis of Queries Complaints received xc3 x98 Strictly follow the Escalation MatrixMeasure of Success xc3 x98 Customer satisfaction scores xc3 x98 Agent satisfaction scores xc3 x98 TAT of Customer Agent query resolution as per defined SLA xc3 x98 100 compliance to standards Desired qualifications and experience xc3 x98 Graduate with 2-3 years experience in Operations Customer Care xc3 x98 The applicant should have Good English Hindi speaking skills a keen interest in the Internet and strong working knowledge of computersKnowledge and skills required xc3 x98 Customer centricity xc3 x98 Good communication skills xc3 x98 Basic computer skillsCareer OpportunitiesPositionAssistant Manager - Customer CareNo of Positions1DepartmentOperationsFunctionCustomer CareLocationGurgaon - HOKey Responsibilities xc3 x9c Resolution of Queries xc3 x98 Resolve all escalated largely CEO escalations complaints from Agent Advisor Customers within the defined Service Level Agreement s xc3 x98 Ensure adherence to documented processes procedures and controls xc3 x98 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 xc3 x98 Ensure follow up with customers Agents to ensure complete satisfaction xc3 x98 Publish MIS and Dashboards xc3 x9c Data Analysis xc3 x98 Help in Root cause analysis of Queries Complaints received xc3 x98 Strictly follow the Escalation MatrixMeasure of Success xc3 x98 Customer satisfaction scores xc3 x98 Agent satisfaction scores xc3 x98 TAT of Customer Agent query resolution as per defined SLA xc3 x98 100 compliance to standards Desired qualifications and experience xc3 x98 Graduate with 2-3 years experience in Operations Customer Care xc3 x98 The applicant should have Good English Hindi speaking skills a keen interest in the Internet and strong working knowledge of computersKnowledge and skills required xc3 x98 Customer centricity xc3 x98 Good communication skills xc3 x98 Basic computer skills

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