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Axis Max Life Insurance
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Associate - Customer Service

Associate - Customer Service

Axis Max Life Insurance

2 - 3 years

4 - 5 Lacs

Gurugram

Posted:1 week ago| Platform:

Apply

Skills Required

Customer Agent Root cause analysis Basic Data analysis Service level Query resolution Production support Customer satisfaction Agent Advisor Customer Service Associate

Work Mode

Work from Office

Job Type

Full Time

Job Description

Career Opportunities

Position

AM - Customer Care

No. of Positions

Department

Operations

Function

Customer Care

Location

Gurgaon - HO

Key Responsibilities

Team handling and supervision
Production Support

Resolution of Queries

Resolve all escalated complaints from Agent Advisor & Customers within the defined Service Level Agreement s
Ensure adherence to documented processes, procedures and controls
Liaise with other support units in Home Office (such as Operations, Products, Actuaries, Finance, Admin, IT) to ensure that all local queries/complaints are resolved
Ensure follow up with customers / Agents to ensure complete satisfaction

Data Analysis

Help in Root cause analysis of Queries / Complaints received
Strictly follow the Escalation Matrix

Measure of Success

Customer satisfaction scores
Agent satisfaction scores
TAT of Customer/Agent query resolution as per defined SLA
100% compliance to standards.

Desired qualifications and experience

Graduate with 2-3 years experience in Operations / Customer Care
The applicant should have Good English & Hindi speaking skills, a keen interest in the Internet and strong working knowledge of computers

Knowledge and skills required

Customer centricity
Good communication skills
Basic computer skills

Career Opportunities

Position

AM - Customer Care

No. of Positions

Department

Operations

Function

Customer Care

Location

Gurgaon - HO

Key Responsibilities

Team handling and supervision
Production Support

Resolution of Queries

Resolve all escalated complaints from Agent Advisor & Customers within the defined Service Level Agreement s
Ensure adherence to documented processes, procedures and controls
Liaise with other support units in Home Office (such as Operations, Products, Actuaries, Finance, Admin, IT) to ensure that all local queries/complaints are resolved
Ensure follow up with customers / Agents to ensure complete satisfaction

Data Analysis

Help in Root cause analysis of Queries / Complaints received
Strictly follow the Escalation Matrix

Measure of Success

Customer satisfaction scores
Agent satisfaction scores
TAT of Customer/Agent query resolution as per defined SLA
100% compliance to standards.

Desired qualifications and experience

Graduate with 2-3 years experience in Operations / Customer Care
The applicant should have Good English & Hindi speaking skills, a keen interest in the Internet and strong working knowledge of computers

Knowledge and skills required

Customer centricity
Good communication skills
Basic computer skills

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