Job Description

Career Opportunities Position Assistant Manager - Customer Care No. of Positions 1 Department Operations Function Customer Care Location Gurgaon - HO Key Responsibilities: Resolution of Queries: . Team Handling of 6 to 12 people Should have leadership qualities in handling the team. Team working under should be motivated, empowered. Timely review with team on the team performance. Managing team leaves and productivity No Service Grievance or CEO CXO escalation on the team production. Team\'s KRA: Resolve all escalated 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 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 definedSLA .100% compliance to standards. Desired qualifications and experience: .Graduate with 1-2 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 Career Opportunities Position Assistant Manager - Customer Care No. of Positions 1 Department Operations Function Customer Care Location Gurgaon - HO Key Responsibilities: Resolution of Queries: . Team Handling of 6 to 12 people Should have leadership qualities in handling the team. Team working under should be motivated, empowered. Timely review with team on the team performance. Managing team leaves and productivity No Service Grievance or CEO CXO escalation on the team production. Team\'s KRA: Resolve all escalated 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 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 definedSLA .100% compliance to standards. Desired qualifications and experience: .Graduate with 1-2 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

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