Senior Associate - Customer Care

Key Responsibilities:

Resolution of Queries:

• Resolve all escalated (largely CEO escalations) complaints from Agent Advisor & Customers within the defined Service Level Agreements
• 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

Data Analysis:

• Help in Root cause analysis of Queries / Complaints received
• Strictly follow the Escalation Matrix

Measure of Success:

• Customer satisfaction scores
• Agent satisfaction scores
• TAT of Customer/Agent query resolution as per defined SLA
• 100% compliance to standards.

Desired qualifications and experience:

Graduate with 2-3 years experience in Operations / Customer Care

• 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:

• Customer centricity

• Good communication skills
• Basic computer skills