PE-funded Insurtech

2 days ago

mumbai, India PE-funded Insurtech Travel-tech Start-up Full time
General Insurance / Travel industry (Mumbai, Western suburbs)
We are a well-funded start-up that straddles insurance, travel, and technology in the B2B space. We are backed by a well-established Private Equity firm, supported by one of India’s leading B2B travel businesses, and collaborate with some of the most reputed financial services and travel partners in India and abroad.
We are looking for an experienced Customer Service professional to lead the customer experience vertical for our business. Responsibilities will include:
Build and manage a 24x7 contact center catering to B2B and B2C clients
Manage staffing levels based on call volume
Evaluate relevant technology solutions across calls, chat, email, etc.
Develop scripts, training materials, quality guidelines, KPIs, etc and conduct performance reviews.
Conduct training sessions to onboard new hires and upskill existing team members; Identify skill gaps and implement coaching and development plans.
Manage and resolve escalated customer issues, ensuring timely and effective resolution. Act as the point of contact for critical or complex cases that require higher-level intervention.
Work closely with other departments to ensure that customer feedback and issues are communicated effectively and addressed promptly.
Ideal qualifications:
A mid/senior-level manager with 5 to 10 years of stellar professional track record in a call centre environment with a reputed Insurer or large customer-oriented company.
Experience in the general insurance or travel industry will be a huge plus.
A customer-first mindset, empathy, and ability to effectively manage customer and travel agent expectations.
Strong troubleshooting and conflict resolution skills, especially in managing escalated customer complaints.
An entrepreneurial mindset in a fast-paced start-up environment.
The role is entirely work-from-office and based in Mumbai's Western suburbs. You will have tremendous autonomy and a positive work environment. If you are interested, we look forward to connecting.

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