Grievance Executive

Role & responsibilities

• Respond promptly and professionally to customer inquiries and concerns via walk-in, phone, and email channels.
• Handle escalation calls with tact and diplomacy, ensuring a positive resolution for the customer while adhering to company policies and procedures.
• Provide accurate and detailed information about insurance products, coverage, and claims processes to customers.
• Assist customers in navigating our online platforms and self-service options.
• Document all interactions and transactions accurately in the company's database.
• Collaborate with other departments, such as claims and underwriting, to address customer issues and inquiries effectively.
• Meet or exceed performance goals related to customer satisfaction, response times, and resolution rates.

Preferred candidate profile

• Bachelor's degree or equivalent work experience.
• Proven experience in customer service or a related field, preferably in the insurance industry.
• Excellent verbal and written communication skills in English.
• Strong interpersonal skills and the ability to remain calm and professional under pressure.
• Proficiency in using customer service software like Fresh Desk and Microsoft Office Suite.
• Ability to multitask, prioritizes, and manages time effectively.
• Flexibility to work occasional evenings, weekends, or holidays as needed.