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Tekpillar
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Associate Manager - Service Recovery | CTC :: Up To 5.50 LPA

Associate Manager - Service Recovery | CTC :: Up To 5.50 LPA

Tekpillar

2 - 7 years

3 - 5 Lacs

Kolkata Mumbai Mumbai Suburban

Posted:1 week ago| Platform:

Apply

Skills Required

Customer Queries Grievance Handling Escalation Management Complaint Management TAT Solving Queries Customer Satisfaction Complaint Handling Query Resolution Escalations Customer Complaints Complaints Customer Retention Customer Handling Issue Resolution

Work Mode

Work from Office

Job Type

Full Time

Job Description

Location :

Service recovery is a customer grievance handling unit. The potential candidate will be responsible to handle IRDA complaints, PMO office, IGMS, Branches, call centre/e-mail/chat, customer walk ins and Sr. Management escalations.

What does the job entail?

Responsible for resolving customer queries and service requests received through email
Ensure service interactions are dealt with promptly including service recovery
Responsible for closing HNI Policy Servicing FR raised with TAT
Responsible for ensuring Maturity and Annuity credits happen to customers on due dates by co ordinating with customers and stakeholders for submission and process of requests on time
Drive targets for ensuring HNI/NRI Unclaimed balance
Drive targets for reducing email FRs by curbing trigger of incorrect FR /Co ordinating with customer for faster closure of FRs
Deliver best in class customer experience in the service interactions leading to improved VOC
Identify gaps in existing processes and work with various project teams to drive improvements
Ensure SLA's, TAT's, Productivity and Quality metrics are met as per defined targets

Essential conditions:

Education:
Graduation
Work exp:
2+ years into BFSI Sector Service Recovery
Work related skills:
Good in Excel, process of cross-functional departments and effective communication skills.

For more information:

Komal B./ HR Team

Phone/WhatsApp: +91 93289 59079

Email : komal@tekpillar.com

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