Senior Associate - Customer Care

Job Description

Key Responsibilities: Resolution of Queries: Resolve all escalated (largely CEO escalations) complaints from Agent Advisor & Customers within the defined Service Level Agreements 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 Publish MIS and Dashboards 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