What are we looking for As an Associate Manager, the role involves managing customer grievances by providing root cause analysis as per pre-defined SOPs and TATs, co-ordinating with vendors and cross-functional departments. It includes identifying process gaps and providing the required solutions. What does the job entail Handling communications with the customer by providing root cause analysis. Ensuring process completion as per pre-defined TAT and Standard Operating Procedure (SOPs). Handling cross-functional departmental management to ensure smooth customer experience Identifying the gaps and implementing changes for overall process improvement Managing complex cases to ensure customer satisfaction. Managing and updating MIS as per predefined guidelines to ensure smooth flow of the departmental process. Managing communications with internal stakeholders as per pre-defined norm. Essential conditions: Education: Graduation Work exp: 3+ years Work related skills: Excellent Communication skills, Presentation Skills, Negotiation Skills, Stakeholder Management, MS Office.
1. Responsible for recruitment and management of Agents - Identify, recruit and manage advisors from the respective location. 2. Train and motivate advisors to provide a better understanding of market/products. 3. Monitor and review agents' performance. Help them achieve maximum business. 4. Meet customer on a regular basis for achieving standards 5. Execution of sales strategy Increase market reach and penetration through market segmentation. 6. Seek new customers and increase sales
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.