Strategic Customer Experience Lead

1 week ago


Kolkata, West Bengal, India beBeeCustomerEngagement Full time ₹ 1,04,000 - ₹ 1,30,878
Job Title: Customer Engagement LeadDescription

We are seeking a highly motivated and experienced professional to lead our customer engagement team. The ideal candidate will have a strong background in customer service, with excellent communication and problem-solving skills.

The successful candidate will be responsible for managing office administration assets and ensuring the upkeep of the same. They will also handle agents contracting, new business processing, banking of initial and renewal premiums, petty cash and vendor payments, retention of surrender requests, execution of all service requests post policy issuance, and reverting on customer queries and complaints.

Key Performance Indicators (KPIs)

  • Customer Engagement - As per process
  • Retention (All 4 cohorts) - As per Process
  • NPS-85
  • 100% Banking within 24 hours
  • Vendor payment TAT should be improved
  • Surrender Requests handled efficiently
  • 100 % Accuracy of POS requests
  • 100 % Accuracy of Customer service
  • Zero Day upload of POS & Claims Docs in FTP server
  • Audit rating 2
  • Persistency
  • New Business P2A Drive

Required Skills and Qualifications

  • Graduate / Post-Graduate in any discipline
  • 10 years experience handling front end customer services
  • Knowledge of service quality is required
  • Team handling with more than 8 employees

Benefits

  • Role: Customer Success Manager
  • Industry Type: Insurance
  • Department: Customer Success, Service & Operations
  • Employment Type: Full Time, Permanent
  • Role Category: Customer Success

Education

UG: Any Graduate

PG: Any Postgraduate



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