Senior Customer Engagement Specialist

4 days ago

Pondicherry Jalandhar Delhi, India beBeeCustomerEngagement Full time US$ 90,000 - US$ 1,20,000
Job Summary

We are seeking a highly skilled professional to join our team as an Executive/AM - Customer Engagement. This pivotal role is responsible for the timely and effective resolution of escalated complaints, particularly CEO escalations, from both Agent Advisors and customers.

The ideal candidate will ensure strict adherence to processes, collaborate seamlessly with internal stakeholders, and drive customer satisfaction through diligent follow-ups and insightful data analysis.

Key Responsibilities
  • Escalated Complaint Resolution: Resolve all escalated (largely CEO escalations) complaints from Agent Advisors and Customers within the defined Service Level Agreement (SLA), ensuring prompt and satisfactory outcomes.
  • Process Adherence & Control: Ensure strict adherence to documented processes, procedures, and controls in all customer engagement activities, maintaining high standards of compliance.
  • Cross-Functional Liaison: Liaise with other support units in the Home Office (such as Operations, Products, Actuaries, Finance, Admin, IT) to ensure that all local queries and complaints are efficiently resolved.
  • Customer Satisfaction & Follow-up: Ensure follow-up with customers / Agents to guarantee complete satisfaction and build lasting relationships.
  • Reporting & Analysis: Publish MIS (Management Information System) and Dashboards to track performance and provide insights. Actively help in Root Cause Analysis (RCA) of queries / complaints received to identify systemic issues.
  • Escalation Management: Strictly follow the Escalation Matrix for all issues, ensuring appropriate levels of management are informed and involved as necessary.
Required Skills and Qualifications
  • Proven experience: In a customer service, customer relations, or customer engagement role, with a focus on complaint resolution.
  • Ability to manage escalated issues: Work with cross-functional teams and possess strong analytical skills for data interpretation and root cause analysis.
  • Strong communication and interpersonal skills: Ability to communicate effectively and work collaboratively with internal stakeholders.

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