Customer Service

1 day ago

Pune Maharashtra, India Cogneesol Full time

**Job Title**: Associate/Sr Associate - Customer Service

** Location**: Pune

** Department**: Customer Service

** Reports To**: Team Leader -Operations

**Job Summary**:
**Key Responsibilities**:
**1. Operational Management**:

- Supervise daily operations of the customer service team, ensuring adherence to policies, procedures, and performance standards.
- Resolve product or service problems by clarifying the customer’s issue, determining the cause, and providing the best solution.
- Accurately document all customer interactions using CRM or ticketing systems.
- Escalate unresolved issues to the appropriate departments or supervisors.
- Follow up with customers to ensure full resolution of issues and satisfaction.
- Maintain up-to-date knowledge of company products, services, policies, and procedures.
- Meet individual and team performance targets including quality, speed, and customer satisfaction.
- Work collaboratively with other team members to achieve team goals and support a positive work environment.
- Adhere to all company policies and compliance standards.

**2. Process Improvement**:

- Analyze and optimize operational processes to identify areas for improvement and implement best practices.
- Coordinate with other departments, to ensure a seamless process flow.
- Implement and oversee automation tools and technology solutions to streamline operations.

** 3. Compliance and Risk Management**:

- Ensure all operations comply with industry regulations, corporate policies, and legal standards.
- Monitor and address any potential risks or operational issues, escalating as necessary to senior management.
- Maintain and update insurance-related documentation, including policy and claims records.

** 4. Qualifications and Skills**:

- Bachelor’s degree in any field.
- 2+ years of experience in a customer service or contact center environment
- Strong knowledge of contact center technologies (e.g., CRM, IVR, ACD, WFM).
- Strong analytical and problem-solving abilities.
- Excellent communication skills, both written and verbal.
- Proficiency in insurance management software and MS Office Suite.

** 5. Personal Attributes**:

- Detail-oriented with a focus on accuracy and efficiency.
- Strong organizational and multitasking abilities.
- Ability to work well under pressure and meet deadlines.
- Adaptability and openness to continuous learning and improvement.

** 6. Working Hours

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