Job Description

Career Opportunities
Position
Senior Associate- Customer Care
No. of Positions
1
Department
Operations
Function
Customer Care
Location
Gurugram -90C
Key Responsibilities:
xc3x9c Resolution of Queries:
xc3x98 Resolve all escalated complaints from Agent Advisor & Customers within the defined Service Level Agreement's
xc3x98 Ensure adherence to documented processes, procedures and controls
xc3x98 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
xc3x98 Ensure follow up with customers / Agents to ensure complete satisfaction
xc3x98 Publish MIS and Dashboards
xc3x9c Data Analysis:
xc3x98 Help in Root cause analysis of Queries / Complaints received
xc3x98 Strictly follow the Escalation Matrix
Measure of Success:
xc3x98 Customer satisfaction scores
xc3x98 Agent satisfaction scores
xc3x98 TAT of Customer/Agent query resolution as per defined SLA
xc3x98 100% compliance to standards.
Desired qualifications and experience:
xc3x98 Graduate with 1-2 years' experience in Operations / Customer Care
xc3x98 The applicant should have Good English & Hindi speaking skills, a keen interest in the Internet and strong working knowledge of computers
Knowle

Career Opportunities
Position
Senior Associate- Customer Care
No. of Positions
1
Department
Operations
Function
Customer Care
Location
Gurugram -90C
Key Responsibilities:
xc3x9c Resolution of Queries:
xc3x98 Resolve all escalated complaints from Agent Advisor & Customers within the defined Service Level Agreement's
xc3x98 Ensure adherence to documented processes, procedures and controls
xc3x98 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
xc3x98 Ensure follow up with customers / Agents to ensure complete satisfaction
xc3x98 Publish MIS and Dashboards
xc3x9c Data Analysis:
xc3x98 Help in Root cause analysis of Queries / Complaints received
xc3x98 Strictly follow the Escalation Matrix
Measure of Success:
xc3x98 Customer satisfaction scores
xc3x98 Agent satisfaction scores
xc3x98 TAT of Customer/Agent query resolution as per defined SLA
xc3x98 100% compliance to standards.
Desired qualifications and experience:
xc3x98 Graduate with 1-2 years' experience in Operations / Customer Care
xc3x98 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:
xc3x98 Customer centricity
xc3x98 Good English Communication and Email skills
xc3x98 Basic computer skills
dge and skills required:
xc3x98 Customer centricity
xc3x98 Good English Communication and Email skills
xc3x98 Basic computer skills

Career Opportunities
Position
Senior Associate- Customer Care
No. of Positions
1
Department
Operations
Function
Customer Care
Location
Gurugram -90C
Key Responsibilities:
xc3x9c Resolution of Queries:
xc3x98 Resolve all escalated complaints from Agent Advisor & Customers within the defined Service Level Agreement's
xc3x98 Ensure adherence to documented processes, procedures and controls
xc3x98 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
xc3x98 Ensure follow up with customers / Agents to ensure complete satisfaction
xc3x98 Publish MIS and Dashboards
xc3x9c Data Analysis:
xc3x98 Help in Root cause analysis of Queries / Complaints received
xc3x98 Strictly follow the Escalation Matrix
Measure of Success:
xc3x98 Customer satisfaction scores
xc3x98 Agent satisfaction scores
xc3x98 TAT of Customer/Agent query resolution as per defined SLA
xc3x98 100% compliance to standards.
Desired qualifications and experience:
xc3x98 Graduate with 1-2 years' experience in Operations / Customer Care
xc3x98 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:
xc3x98 Customer centricity
xc3x98 Good English Communication and Email skills
xc3x98 Basic computer skills