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Senior Deputy Manager - Customer Care

4 - 8 years

5 - 7 Lacs

Gurgaon

Posted:2 months ago| Platform: Naukri logo

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Skills Required

Team Handling customer service Customer Care Escalation Management Email Support Customer Relationship Customer service management Customer Centric Customer Service Operations Operations Customer Handling

Work Mode

Work from Office

Job Type

Full Time

Job Description

Key Responsibilities: Publish MIS and Dashboards daily to monitor closure and resolution TAT. WIP management: Manage the overall WIP and TAT as per the company grid. Able to prepare MBR (Monthly Business review) report monthly. Leadership and People Management: Ability to motivate, inspire, and guide teams to meet goals and deliver excellent service. Coaching and Development: Helping team members improve their performance through feedback, training, and career development. Excellent communication Skills. Customer-Centric Mindset: Understanding and anticipating customer needs, ensuring their concerns are addressed in a timely manner. Problem-Solving Skills: Quickly identifying root causes of problems and creating actionable solutions. Performance Monitoring: Regularly reviewing performance indicators (such as CSAT, Net Promoter Scores, response times, etc.) and implementing improvement plans. Handling Difficult Situations: Managing high-stress or sensitive customer service issues, ensuring calm and effective resolution. 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\ Measure of Success: Customer satisfaction scores Agent satisfaction scores TAT of Customer query resolution as per defined SLA 100% compliance to standards. Desired qualifications and experience: Graduate with 3.5 - 8 years experience in operations / customer service. Knowledge and skills required: Customer centricity Excellent communication skills Good command on excel Basic analytical skills

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Max Life Insurance
Max Life Insurance
www.maxlifeinsurance.com

Insurance

New Delhi

N/A Employees

611 Jobs

    Key People

  • Prashant Tripathi

    Managing Director & CEO

  • Subhash Chander

    Chief Financial Officer

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