Customer Engagement Director

11 hours ago

Kolkata, West Bengal, India beBeeCustomerCentric Full time ₹ 90,00,000 - ₹ 1,20,00,000

Job Title: Customer Engagement Manager

Overview of the Role:

  • Administer office resources effectively and maintain a well-organized environment.
  • Establish partnerships with agents and facilitate new business opportunities.
  • Efficiently manage premium payments for initial and renewal policies.
  • Manage petty cash and vendor payments in a timely manner.
  • Process surrender requests while ensuring retention goals are met.
  • Handle all post-policy service requests promptly and efficiently.
  • Respond to customer inquiries and address complaints professionally.
  • Maintain exceptional customer satisfaction ratings.
  • Process life claims with accuracy and attention to detail.
  • Ensure compliance with relevant regulations and guidelines.

Key Performance Indicators (KPIs):

  • Meet or exceed customer engagement targets.
  • Achieve high levels of retention across all cohorts.
  • Maintain an NPS score of 85 or higher.
  • Ensure timely banking of premiums within 24 hours.
  • Monitor and optimize vendor payment processing times.
  • Accurately process POS requests.
  • Deliver exceptional customer service.
  • Upload POS and claims documents to the FTP server within one day.
  • Achieve an audit rating of 2 or better.
  • Promote persistency among customers.
  • Foster a culture of continuous learning and improvement.

Requirements and Qualifications:

  • Bachelor's or Master's degree in any field.
  • At least 10 years of experience in handling front-end customer services.
  • Strong knowledge of service quality principles.
  • Proven ability to lead teams of 8 or more employees.

Essential Skills and Knowledge:

  • Must be highly customer-focused.
  • Excellent communication and interpersonal skills.
  • Good coordination and organization skills.
  • Proficient data management skills on Excel.

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