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Senior Executive - Complaints Escalations

Senior Executive - Complaints Escalations

Bupa

2 - 5 years

2 - 4 Lacs

kolkata mumbai new delhi hyderabad pune chennai bengaluru

Posted:-1 days ago| Platform:

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Skills Required

escalations team management customer relationship back office operations customer service team handling customer care client servicing training customer support operations handling customer queries customer handling communication skills crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

The job holder would be responsible handling complaint cases. Would also be handling emails and customer letters.The job holder would specifically need to follow the Max Bupa service protocols while handling critical cases

Primary Responsibilities:

Ensure closure of all complaints within internal TAT.
Ensure 100% RCA for all complaints.
Average number of days in resolving the complaints should not be more than 7 days
Process improvement and sharing best practices
Retention of customers

Additional Responsibilities:

Reporting Team

Reporting Designation: General Manager - Complaints and Escalations (Non Sales_144)
Reporting Department: Complaints Escalations (CSO 7a)

Educational qualifications preferred

Category: Bachelor's Degree
Field specialization:
Degree:
Academic score:
Institution tier:

Required Certification/s:

2 - 4 years of experience in back office operations in a serviceindustry

Key Performance Indicators:

Complaint Resolution
RCA Of complaints
Complaints resolution time
Audits

Required Skills:

Knowledge of MS Office
Good interpersonal and analytical skills required
Customer service oriented
Drive for high achievement
Eagerness for learning new processes and systems
Pro-active approach in issue resolution
Focused outlook for achieving results

Disclaimer: This job description has been sourced from a public domain and may have been modified by Naukri.com to improve clarity for our users. We encourage job seekers to verify all details directly with the employer via their official channels before

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Senior Executive - Complaints Escalations