Associate Manager

HFDC Life Insurance Company Limited

2 - 4 years

0 Lacs

mumbai city

Posted:1 day ago| Platform: Shine logo

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Skills Required

hni client handling customer service escalations nodal

Work Mode

On-site

Job Type

Full Time

Job Description

About the Department:
Service recovery is a customer grievance handling unit. The touch points are IRDA complaints, PMO office, IGMS, Branches, call centre/e-mail/chat, customer walk ins and Sr. Management escalations.Key Roles & Responsibilities:

Responsible for resolving customer queries and service requests received through email.
Ensure service interactions are dealt with promptly including service recovery.
Coordinate with internal teams to ensure the requests are closed in a timely manner Deliver best in class customer experience in the service interactions leading to improved VOC.
Identify gaps in existing processes and work with various project teams to drive improvements.
Ensure SLA's, TAT's, Productivity and Quality metrics are met as per defined targets.
Monitor quality of responses whether First time Right in providing resolution have been followed.
Improve connect with customers through engagement activity and understand why customers have emailed and provide resolution.

Essential conditions:

Education: Graduation Work exp: 2+ years
Work related skills: Good in Excel, process of cross-functional departments and effective communication skills.

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