3 Days Left Senior Associate

2 days ago

Gurgaon, Haryana, India Max Life Insurance Full time
Job Description

- 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
- Agent satisfaction scores
- TAT of Customer/Agent query resolution as per defined SLA
- 100% compliance to standards.

Desired qualifications and experience

- Graduate with 2-3years experience in Operations / Customer Care
- 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

- Customer centricity
- Good communication skills
- Basic computer and excel skills

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