Job Description

Career OpportunitiesPositionAssistant Manager - Customer CareNo. of Positions1DepartmentOperationsFunctionCustomer CareLocationGurgaon - HOKey Responsibilities:\xc3\x9c Resolution of Queries:\xc3\x98 Resolve all escalated (largely CEO escalations) complaints from Agent Advisor & Customers within the defined Service Level Agreement\'s\xc3\x98 Ensure adherence to documented processes, procedures and controls\xc3\x98 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\xc3\x98 Ensure follow up with customers / Agents to ensure complete satisfaction\xc3\x98 Publish MIS and Dashboards\xc3\x9c Data Analysis:\xc3\x98 Help in Root cause analysis of Queries / Complaints received\xc3\x98 Strictly follow the Escalation MatrixMeasure of Success:\xc3\x98 Customer satisfaction scores\xc3\x98 Agent satisfaction scores\xc3\x98 TAT of Customer/Agent query resolution as per defined SLA\xc3\x98 100% compliance to standards.Desired qualifications and experience:\xc3\x98 Graduate with 2-3 years\' experience in Operations / Customer Care\xc3\x98 The applicant should have Good English & Hindi speaking skills, a keen interest in the Internet and strong working knowledge of computersKnowledge and skills required:\xc3\x98 Customer centricity\xc3\x98 Good communication skills\xc3\x98 Basic computer skillsCareer OpportunitiesPositionAssistant Manager - Customer CareNo. of Positions1DepartmentOperationsFunctionCustomer CareLocationGurgaon - HOKey Responsibilities:\xc3\x9c Resolution of Queries:\xc3\x98 Resolve all escalated (largely CEO escalations) complaints from Agent Advisor & Customers within the defined Service Level Agreement\'s\xc3\x98 Ensure adherence to documented processes, procedures and controls\xc3\x98 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\xc3\x98 Ensure follow up with customers / Agents to ensure complete satisfaction\xc3\x98 Publish MIS and Dashboards\xc3\x9c Data Analysis:\xc3\x98 Help in Root cause analysis of Queries / Complaints received\xc3\x98 Strictly follow the Escalation MatrixMeasure of Success:\xc3\x98 Customer satisfaction scores\xc3\x98 Agent satisfaction scores\xc3\x98 TAT of Customer/Agent query resolution as per defined SLA\xc3\x98 100% compliance to standards.Desired qualifications and experience:\xc3\x98 Graduate with 2-3 years\' experience in Operations / Customer Care\xc3\x98 The applicant should have Good English & Hindi speaking skills, a keen interest in the Internet and strong working knowledge of computersKnowledge and skills required:\xc3\x98 Customer centricity\xc3\x98 Good communication skills\xc3\x98 Basic computer skills

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