Job Description

Career Opportunities

Position

Assistant Manager- Customer CareNo. of Positions1Department

OperationsFunctionCustomer ServiceLocation

Gurgaon – 90 CKey Responsibilities:Ü Resolution of Queries:
Ø Resolve all escalated complaints from Agent Advisor Customers within the defined Service Level Agreement’s

Ø Ensure adherence to documented processes, procedures and controls

Ø 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

Ø Ensure follow up with customers / Agents to ensure complete satisfaction

Ø Publish MIS and Dashboards

ÜData Analysis:
Ø Help in Root cause analysis of Queries / Complaints received

Ø Strictly follow the Escalation Matrix

Measure of Success:
Ø Customer satisfaction scores

Ø Agent satisfaction scores

Ø TAT of Customer/Agent query resolution as per definedSLA

Ø100% compliance to standards.

Desired qualifications and experience:
Ø Graduate with 2-3 years’ experience in Operations / Customer Care





Ø The applicant should have Valuable 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
- Strong un

📌 Assistant Manager (India)
🏢 Axis Max Life Insurance
📍 India