1 Customer Interaction Query Resolution Answer inbound calls chats emails and return missed voicemail queries within TAT Provide clear accurate information on product features pricing eligibility documentation and processes Troubleshoot issues payment failures login access policy download claim status etc and resolve on first contact whenever possible 2 Case Logging Documentation Compliance Record every interaction in the CRM ticketing tool with correct disposition notes and follow-up actions Verify and update customer details KYC contact info as required Adhere to regulatory data-privacy and internal quality guidelines scripts tag DNC or sensitive cases appropriately 3 Ticket Management Escalation Create categorize and prioritize service tickets own them till closure Escalate complex technical cases to the right team claims underwriting tech with complete context and supporting documents Track SLAs and keep customers proactively informed of status ETAs 4 Product Knowledge Education Stay updated on new products policy changes endorsements renewal terms and promotions Educate customers on self-service options portals and documentation requirements to reduce repeat queries 5 Retention Upsell Support Identify renewal opportunities lapsing policies or cross-sell triggers during service calls and pass qualified leads to sales teams as per process Encourage repeat business by delivering a positive empathetic service experience 6 Feedback Loop Process Improvement Capture recurring issues FAQs and customer feedback share insights to improve scripts FAQs and product process design Participate in calibration sessions and suggest SOP refinements 7 Reporting Discipline Maintain daily weekly reports on volumes handled resolution rates and pending cases Meet attendance adherence and productivity standards AHT wrap time schedule compliance 8 Continuous Learning Team Collaboration Attend trainings mock sessions and certification refreshers Support peers during peak loads share best practices and updates in team huddles Job Types Full time Fresher Pay 14 500 00 - 18 500 00 per month Work Location In person

📌 Associate Service Consultant (Maharashtra)
🏢 Important Company of the Sector
📍 Maharashtra