Job Description

Career Opportunities Position Associate - Customer Care No. of Positions 1 Department Operations Function Customer Care Location Gurgaon - HO 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 definedSLA . 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 communication skills . Basic computer skills Career Opportunities Position Associate - Customer Care No. of Positions 1 Department Operations Function Customer Care Location Gurgaon - HO 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 definedSLA . 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 communication skills . Basic computer skills

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