Job Description

Career Opportunities

Position

AM - Customer Care No. of Positions 1

Department

Operations Function Customer Service

Location

Gurgaon 90 C

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 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:

Key Responsibilities

- Manage day-to-day customer service operations for insurance customers.
- Handle customer queries, complaints,



and escalations within defined TATs.
- Ensure high levels of customer satisfaction and service excellence.
- Coordinate with underwriting, claims, sales, and backend teams for resolution management.
- Monitor service metrics such as SLA, TAT, CSAT, NPS, and productivity.
- Drive process improvements and operational efficiency initiatives.
- Lead, mentor, and manage customer service teams.
- Ensure compliance with regulatory and company guidelines.
- Prepare MIS reports, dashboards, and management presentations.
- Support digital transformation and customer experience enhancement initiatives.

Required Skills

- Solid understanding of insurance operations and customer servicing
- Excellent communication and stakeholder management skills
- Team handling and people management experience
- Escalation and grievance handling expertise
- Analytical and problem-solving skills
- Knowledge of service quality metrics and process improvement
- Proficiency in MS Excel, PowerPoint, and reporting tools

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Assistant Manager - Customer Service (Haryana)
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