Senior Associate - Customer Service

Job description

Job Description Career Opportunities Position Senior Associate - Customer CareNo. of Positions1Department OperationsFunctionCustomer CareLocation Gurgaon - HOKey Responsibilities:Ü Resolution of Queries: Ø Resolve all escalated complaints from Agent Advisor Customers within the defined Service Level Agreement’s Ø Ensure adherence to documented processes, procedures and controls Ø 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 Ø Ensure follow up with customers / Agents to ensure complete satisfaction Ø Publish MIS and Dashboards ÜData Analysis: Ø Help in Root cause analysis of Queries / Complaints received Ø Strictly follow the Escalation Matrix Measure of Success: Ø Customer satisfaction scores Ø Agent satisfaction scores Ø TAT of Customer/Agent query resolution as per definedSLA Ø100% compliance to standards. Desired qualifications and experience: Ø Graduate with 1-2 years’ experience in Operations / Customer Care Ø 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: Ø Customer centricity Ø Good communication skills Ø Basic computer skills