Job Description

Job Title:

Associate/Sr Associate - Customer Service

Location:

Pune

Department:

Customer Service

Reports To:

Team Leader -Operations

Job Summary:

We are looking for a motivated and customer-focused

Customer Service Agent

to join our team. The role involves handling customer inquiries across multiple channels (phone, email, chat, etc.), resolving issues efficiently, and providing an outstanding customer experience. You will be the first point of contact for our customers and play a vital role in representing our brand

Key Responsibilities:

1. Operational Management:

Supervise daily operations of the customer service team, ensuring adherence to policies, procedures, and performance standards. Respond to customer inquiries in a timely, professional, and courteous manner via phone, email, chat, or social media. Resolve product or service problems by clarifying the customer's issue, determining the cause, and providing the best solution. Accurately document all customer interactions using CRM or ticketing systems. Escalate unresolved issues to the appropriate departments or supervisors. Follow up with customers to ensure full resolution of issues and satisfaction. Maintain up-to-date knowledge of company products, services, policies, and procedures. Meet individual and team performance targets including quality, speed, and customer satisfaction. Work collaboratively with other team members to achieve team goals and support a positive work environment. Adhere to all company policies and compliance standards.

2. Process Improvement:

Analyze and optimize operational processes to identify areas for improvement and implement best practices. Coordinate with other departments, to ensure a seamless process flow. Implement and oversee automation tools and technology solutions to streamline operations.

3. Compliance and Risk Management:

Ensure all operations comply with industry regulations, corporate policies, and legal standards. Monitor and address any potential risks or operational issues, escalating as necessary to senior management. Maintain and update insurance-related documentation, including policy and claims records.

4. Qualifications and Skills:

Bachelor's degree in any field. 2+ years of experience in a customer service or contact center environment Strong knowledge of contact center technologies (e.g., CRM, IVR, ACD, WFM). Strong analytical and problem-solving abilities. Excellent communication skills, both written and verbal. Proficiency in insurance management software and MS Office Suite.

5. Personal Attributes:

Detail-oriented with a focus on accuracy and efficiency. Strong organizational and multitasking abilities. Ability to work well under pressure and meet deadlines. Adaptability and openness to continuous learning and improvement.

6. Working Hours

* The candidate should be flexible to work in any shift 24/7.