Job Description

job detailsRole - Executive - QSD (Back-end) Customer Service
Location - Gurgaon
Venue - Sector 18, Plot- 90C, Udhyog Vihar
Company - Max Life Insurance
On Randstad payroll
There are 40+ openings share references as well, Thankyou.Key Responsibilities:\xef\x83\x9cResolution of Queries/Complaints: ...\xef\x83\x98The candidate would be responsible for making calls, resolve e-mail queries/complaints and received from other sources like web, SMS etc.
\xef\x83\x98Will be responsible for solving Agent and Customer queries/complaints
\xef\x83\x98Resolve queries within service standards (Accuracy, TAT, NPS etc.)
\xef\x83\x98Capture data related to queries on system\xef\x83\x9cData Analysis:
\xef\x83\x98Help in Root cause analysis of Queries / Complaints received
\xef\x83\x98Strictly follow Escalation Matrix Measure of Success:\xef\x83\x98Meeting resolution (closure) targets
\xef\x83\x98Resolution quality score
\xef\x83\x98Turnaround time (TAT)
\xef\x83\x98Customer satisfaction score (NPS)
\xef\x83\x98Agent satisfaction score
\xef\x83\x98100% compliance
\xef\x83\x98Write back/repeat %
\xef\x83\x98EscalationsDesired qualifications and experience:\xef\x83\x98Graduate with 1 year of experience in operations/customer service preferably in Insurance industry.
\xef\x83\x98The applicant should have excellent communication skills, keen interest in online tools and strong working knowledge of computers.Knowledge and skills required:\xef\x83\x98Adequate communication skills (Versant or equivalent level - Level 5 or above)
\xef\x83\x98Email writing skills (must)
\xef\x83\x98Sound computer operating skills (MS office) show more

Randstad