4 Customer Agent Jobs

Job Description Career Opportunities Position AM - Customer Care No. of Positions 1 Department Operations Function Customer Care Location Gurgaon - HO Key Responsibilities Team handling and supervision Production Support Resolution of Queries Resolve all escalated complaints from Agent Advisor & Customers within the defined Service Level Agreement s Ensure adherence to documented processes, procedures and controls 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 Ensure follow up with customers / Agents to ensure complete satisfaction Data Analysis Help in Root cause analysis of Queries / Complaints received Strictly follow the Escalation Matrix Measure of Success Customer satisfaction scores Agent satisfaction scores TAT of Customer/Agent query resolution as per defined SLA 100% compliance to standards. Desired qualifications and experience Graduate with 2-3 years experience in Operations / Customer Care 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 Customer centricity Good communication skills Basic computer skills Job Description Career Opportunities Position AM - Customer Care No. of Positions 1 Department Operations Function Customer Care Location Gurgaon - HO Key Responsibilities Team handling and supervision Production Support Resolution of Queries Resolve all escalated complaints from Agent Advisor & Customers within the defined Service Level Agreement s Ensure adherence to documented processes, procedures and controls 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 Ensure follow up with customers / Agents to ensure complete satisfaction Data Analysis Help in Root cause analysis of Queries / Complaints received Strictly follow the Escalation Matrix Measure of Success Customer satisfaction scores Agent satisfaction scores TAT of Customer/Agent query resolution as per defined SLA 100% compliance to standards. Desired qualifications and experience Graduate with 2-3 years experience in Operations / Customer Care 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 Customer centricity Good communication skills Basic computer skills

He/she should have experience of email handling. Ensure adherence to documented processes, procedures and controls Liaise with other support units in Home Office (such as Operations, Products, Actuaries, Finance, Admin, IT) to address the team issues and resolved Publish MIS WIP management Track daily activity. Maintain the DNPS score and accuracy. Measure of Success Customer satisfaction scores Agent satisfaction scores TAT of Customer/Agent query resolution as per defined SLA 100% compliance to standards. Desired qualifications and experience Graduate with 2 years experience in operations / customer service Knowledge and skills required Customer centricity Excellent communication skills Good command on excel Basic analytical skills

Responsible for resolution of POS Requests and Queries within the defined SLAs and Quality Benchmarks End to end service request processing and communication within defined SLAs. Ensure adherence to documented processes, procedures and controls Liaise with other support units in Home Office (such as Operations, Products, Actuaries, Finance, Admin, IT) to ensure customer query and service requests are resolved. Ensure follow up with Branches / Agents to ensure end to end resolution on the cases Adhering to defined TAT for processing customer request. Coordinating between Max Life and Business Partner on WIP handling and closures monitoring. Ensure achieving targets on high ageing cases. Ensure team support as and when required Measure of Success Customer satisfaction scores. TAT of Customer/Agent query resolution as per defined SLA. Meeting productivity benchmarks. Target on high ageing to be met. Accuracy standards Desired qualifications and experience Should be a graduate, preferably with a professional qualification. Knowledge of Life Insurance products preferred. Must have a minimum of one years experience in customer service / operations. FOR LATERAL MOVEMENT, Candidates who have a performance rating of G2M2 & have completed 12 months in the current role Candidates who have a performance rating of G3M3 & have completed 18 months in the current role Knowledge and skills required Experience of working in operations and customer service preferably in Banking, Telecom or Financial service companies Exposure to quality tools and processes Good communication skills Strong Customer Focus Strong adaptability and Problem solving skills

Job Description Career Opportunities Position Senior Associate- Customer Care No. of Positions 1 Department Operations Function Customer Care Location Gurugram -90C Key Responsibilities Resolution of Queries Resolve all escalated complaints from Agent Advisor & Customers within the defined Service Level Agreement s Ensure adherence to documented processes, procedures and controls 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 Ensure follow up with customers / Agents to ensure complete satisfaction Publish MIS and Dashboards Data Analysis Help in Root cause analysis of Queries / Complaints received Strictly follow the Escalation Matrix Measure of Success Customer satisfaction scores Agent satisfaction scores TAT of Customer/Agent query resolution as per defined SLA 100% compliance to standards. Desired qualifications and experience Graduate with 1-2 years experience in Operations / Customer Care The applicant should have Good English & Hindi speaking skills, a keen interest in the Internet and strong working knowledge of computers Knowle Job Description Career Opportunities Position Senior Associate- Customer Care No. of Positions 1 Department Operations Function Customer Care Location Gurugram -90C Key Responsibilities Resolution of Queries Resolve all escalated complaints from Agent Advisor & Customers within the defined Service Level Agreement s Ensure adherence to documented processes, procedures and controls 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 Ensure follow up with customers / Agents to ensure complete satisfaction Publish MIS and Dashboards Data Analysis Help in Root cause analysis of Queries / Complaints received Strictly follow the Escalation Matrix Measure of Success Customer satisfaction scores Agent satisfaction scores TAT of Customer/Agent query resolution as per defined SLA 100% compliance to standards. Desired qualifications and experience Graduate with 1-2 years experience in Operations / Customer Care 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 Customer centricity Good English Communication and Email skills Basic computer skills dge and skills required Customer centricity Good English Communication and Email skills Basic computer skills Job Description Career Opportunities Position Senior Associate- Customer Care No. of Positions 1 Department Operations Function Customer Care Location Gurugram -90C Key Responsibilities Resolution of Queries Resolve all escalated complaints from Agent Advisor & Customers within the defined Service Level Agreement s Ensure adherence to documented processes, procedures and controls 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 Ensure follow up with customers / Agents to ensure complete satisfaction Publish MIS and Dashboards Data Analysis Help in Root cause analysis of Queries / Complaints received Strictly follow the Escalation Matrix Measure of Success Customer satisfaction scores Agent satisfaction scores TAT of Customer/Agent query resolution as per defined SLA 100% compliance to standards. Desired qualifications and experience Graduate with 1-2 years experience in Operations / Customer Care 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 Customer centricity Good English Communication and Email skills Basic computer skills