Executive/AM - Customer Engagement

Executive/AM - Customer Engagement

Key Responsibilities

• Escalated Complaint Resolution

  :

  Resolve all escalated (largely CEO escalations) complaints

  from Agent Advisors and Customers within the

  defined Service Level Agreement (SLA)

  , ensuring prompt and satisfactory outcomes.

• Process Adherence & Control

  :

  Ensure strict adherence to documented processes, procedures, and controls

  in all customer engagement activities, maintaining high standards of compliance.

• Cross-Functional Liaison

  :

  Liaise with other support units in the Home Office

  (such as Operations, Products, Actuaries, Finance, Admin, IT) to ensure that all local queries and complaints are efficiently resolved.

• Customer Satisfaction & Follow-up

  :

  Ensure follow-up with customers / Agents

  to guarantee complete satisfaction and build lasting relationships.

• Reporting & Analysis

  :

  Publish MIS (Management Information System) and Dashboards

  to track performance and provide insights. Actively

  help in Root Cause Analysis (RCA) of queries / complaints received

  to identify systemic issues.

• Escalation Management

  :

  Strictly follow the Escalation Matrix

  for all issues, ensuring appropriate levels of management are informed and involved as necessary.

Skills

• Strong ability to

  resolve escalated complaints

  , including CEO escalations.
• Expertise in ensuring

  adherence to documented processes, procedures, and controls

  .
• Excellent

  liaison skills

  with various internal support units.
• Proficiency in

  customer/agent follow-up

  to ensure satisfaction.
• Capability to

  publish MIS and Dashboards

  .
• Skills in

  Data Analysis

  for

  Root Cause Analysis of Queries / Complaints

  .
• Strict adherence to

  Escalation Matrix

  .
• Strong communication and interpersonal skills.

Qualifications

• Proven experience in a customer service, customer relations, or customer engagement role, with a focus on complaint resolution.
• Demonstrable ability to manage escalated issues and work with cross-functional teams.
• Strong analytical skills for data interpretation and root cause analysis.