Key Responsibilities:
U Resolution of Queries:
? Resolve all escalated (largely CEO escalations) 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
U Data Analysis:
? Help in Root cause analysis of Queries / Complaints received
? Strictly follow the Escalation Matrix
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