Assistant Manager - Customer Care

Location: Gurgaon - HO

Department: Operations

Function: Customer Care

No. of Positions: 1

Key Responsibilities

- Resolution of Queries: Resolve all escalated (largely CEO escalations) 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 Positive 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

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.

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