Senior Associate - Customer Care

Job Description

Job Description Career Opportunities Position Senior Associate- Customer Care No. of Positions 1 Department Operations Function Customer Care Location Gurugram -90C Key Responsibilities 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 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 1-2 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 Knowle Job Description Career Opportunities Position Senior Associate- Customer Care No. of Positions 1 Department Operations Function Customer Care Location Gurugram -90C Key Responsibilities 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 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 1-2 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 English Communication and Email skills Basic computer skills dge and skills required Customer centricity Good English Communication and Email skills Basic computer skills Job Description Career Opportunities Position Senior Associate- Customer Care No. of Positions 1 Department Operations Function Customer Care Location Gurugram -90C Key Responsibilities 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 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 1-2 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 English Communication and Email skills Basic computer skills