Walk in Drive (Customer support )

Role & responsibilities (1st Profile)

• Monitor and manage the customers grievances received to the department.
• Respond to customer inquiries, complaints, and feedback promptly after obtaining the reverts from the respective departments as & when required.
• Communicate effectively with customers to understand their issues and Provide accurate and timely resolution regarding complaints emails over the Calls and Emails.
• Maintaining the internal records of the Grievances and preparing the detailed records of customer interactions and resolutions.
• Investigate and resolve customer’s complaints and inquiries.
• Follow up with customers to ensure their issues are resolved to their satisfaction.
• Gather and relay the customer feedback to relevant teams for product or service enhancements.
• Additional roles & responsibilities will be informed accordingly as are not mentioned herein.

Role & responsibilities (2nd Profile)

• 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.