Customer Care Executive

Job description

**Job role- Customer Care Executive-** **Key Responsibilities:** **1.** **Operational / Functional** - Manage high volumes of inbound and outbound calls efficiently. - Adhere to predefined communication scripts across diverse topics. - Provide accurate information to customers, hospitals, and branches regarding policy terms, member status, and claim status. - Greet and engage customers professionally using approved scripts. - Respond to telephonic and email queries promptly. - Identify customer needs, clarify information, research issues, and offer effective solutions or alternatives. - Build strong, sustainable customer relationships by delivering an exceptional experience. - Maintain accurate records of all interactions in the call center database. - Participate regularly in training programs to enhance knowledge and performance. - Meet individual and team qualitative and quantitative targets. - Escalate queries to team leaders when required. - Ensure fair treatment of customers in line with regulatory and company standards. - Handle claimrelated complaints with empathy and efficiency. - Guide customers through claims processes, including documentation requirements. - Provide clear explanations when a claim is not covered. **2. Complaints Management and Grievance Redressal (20%)** - Monitor and resolve regular and escalated Health Claim complaints within defined timelines. - Coordinate with relevant stakeholders for timely escalation management and query resolution. - Manage NPS (Net Promoter Score) data in collaboration with Underwriting, Operations, and IM teams to ensure data accuracy. - Drive reduction in customer complaint volumes. **Educational Qualifications** - 10+2, 10+3 years full time Diploma + Graduate in any discipline (graduates preferred). - Freshers may be considered if strong customer service skills are demonstrated. **Core Experience** - Experience in a call center or customer service function within a TPA or an inhouse setup of a general/health insurance company. - Experience in BPO (inbound/outbound) with understanding of health insurance processes is acceptable. - Strong verbal and written communication skills. - Excellent listening skills and attention to detail. - Ability to manage irate, anxious, or distressed customers with patience and empathy. - Ability to remain composed under stressful situations. - Flexibility to work in rotational shifts, including evenings, weekends, and public holidays. - Willingness to work night shifts (for females, shifts between 8 AM and 8 PM only). **Preferred Knowledge / Experience** - Insurance qualification preferred. - Knowledge of spoken languages: English, Hindi, and at least one regional language (Telugu/Tamil/Malayalam/Odia/Bengali/Gujarati). Interested candidates kindly share resume at rashmika.manjrekar@sbigeneral.in