CEC-Service Assurance Officer-Customer Experience Center

Kotak Life Insurance

0 - 4 years

2 - 6 Lacs

Thane

Posted:3 weeks ago| Platform:

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Skills Required

Contact Centre Inbound service assurance team management customer relationship inbound tat customer service customer complaints customer care customer support team leading ups customer handling customer experience sla management

Work Mode

Work from Office

Job Type

Full Time

Job Description

CEC-Service Assurance Officer-Customer Experience Center-Contact Centre Inbound

CEC - Service Assurance Officer

Department Customer Experience Center Location Thane Reporting Relationship CEC Team Leader Service Assurance Position Grade Assistant Manager/Deputy Manager

Job Role

To respond to customer complaints/issues received on calls/emails and provide effective resolution
To handle escalations at level 1 and ensure that the complaint gets resolved rather than getting further escalated
Seek advice and escalate the issue to relevant teams
Co-ordinate and follow up with support teams for resolution of customer complaints
To ensure that customers do not have to approach senior management for resolution of issues
Maintain TAT of commitments given to customer
Escalate the issue to higher ups whenever required
Maintain the data of escalations which will be required for training need and analysis for the teams. This data will also be used to analyze the current processes and future process improvements to better customer experience
Suggest process improvements

Graduate
Minimum 1-2 experience in customer service
Excellent communication skills Verbal Written
Flexible to work 24/7 (For Females: 7AM till 8PM) including Sunday/holidays
Flexible to get scattered 8 Week Offs in a month with 9hours shift
Good listening skills and strong communication abilities.
Be Confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude works with integrity
Team Player, collaborative Self-motivated person including the ability to act as a role model within the organization. Should be able to establish rapport quickly with peers, managers customers

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