Max Financial Services
Location
Gurgaon | India
Job description
Job Description
Career Opportunities | |||
Position | Associate - Customer Care | No. of Positions | 1 |
Department | Operations | Function | Customer Care |
Location | Gurgaon - HO | ||
Key Responsibilities: Ü 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 Ü 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 definedSLA . 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 communication skills . Basic computer skills |
Job Description
Career Opportunities | |||
Position | Associate - Customer Care | No. of Positions | 1 |
Department | Operations | Function | Customer Care |
Location | Gurgaon - HO | ||
Key Responsibilities: Ü 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 Ü 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 definedSLA . 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 communication skills . Basic computer skills |
Job tags
Salary
