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CEC - Service Assurance Officer-Customer Experience Center

CEC - Service Assurance Officer-Customer Experience Center

Kotak Life Insurance

2 - 5 years

4 - 7 Lacs

Thane

Posted:2 weeks ago| Platform:

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Skills Required

customer service inbound customer complaints Service Assurance Officer customer experience

Work Mode

Work from Office

Job Type

Full Time

Job Description

CEC - Service Assurance Officer-Customer Experience Center-Contact Centre Inbound

About The Role
CEC - Service Assurance Officer
Department Customer Experience Center Location Thane Reporting Relationship CEC Team Leader Service Assurance Position Grade Assistant Manager/Deputy Manager Job Role

To respond to customer complaints/issues received on calls/emails and provide effective resolution

To handle escalations at level 1 and ensure that the complaint gets resolved rather than getting further escalated

Seek advice and escalate the issue to relevant teams

Co-ordinate and follow up with support teams for resolution of customer complaints

To ensure that customers do not have to approach senior management for resolution of issues

Maintain TAT of commitments given to customer

Escalate the issue to higher ups whenever required

Maintain the data of escalations which will be required for training need and analysis for the teams. This data will also be used to analyze the current processes and future process improvements to better customer experience

Suggest process improvements

About The Role

Graduate

Minimum 1-2 experience in customer service

Excellent communication skills Verbal & Written

Flexible to work 24/7 (For Females7AM till 8PM) including Sunday/holidays

Flexible to get scattered 8 Week Offs in a month with 9hours shift

Good listening skills and strong communication abilities.

Be Confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude & works with integrity

Team Player, collaborative Self-motivated person including the ability to act as a role model within the organization. Should be able to establish rapport quickly with peers, managers & customers

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CEC - Service Assurance Officer-Customer Experience Center