Purpose of the function
A committed individual focused on handling agent inquiries and ensuring that we increase our wallet share from the agents through effective and efficient inquiry handling process.
Commercial Responsibilities
Manage Agent Inquiry.
Ensure timely (within 2hours of ticket creation) response to agent inquiry.
Coordinate with product/pricing team to procure rates to create proposal for agent.
Follow-up with agent on response.
Maintain and monitor the response to create various performance matrices.
Keep GND manager and other stakeholders on any variations, both positive and negative.
Operational Responsibilities
Timely information to product team on business closure.
Ensure maintenance of data quality.
Highlight anticipated issues proactively.
Identify root cause and create action plan for resolution.
Sales Responsibilities
Enable Route development managers/GND Managers with data to promote more business with agents.
General Responsibilities
Acquire a thorough understanding of pattern of business from agents(VIP & System partners).
Anticipate and suggest scope of improvement.
Ensuring new wins by analyzing previous lost quotes.
Timely distribution of necessary reports to relevant stakeholders.
Timely escalations when needed.
Function / Market & Industry Knowledge
Knowledge and experience in customer experience management.
Understanding of pricing and various components that may influence proposal creation.
Knowledge of geography and orientation for essence of time.
Overall understanding of business processes and interdependencies.
Preferred: knowledge and experience in Continuous Improvement Process methodologies
Skills & Competencies
Ability to create/write quote requirements clearly for use by other employees.
Good communication and interpersonal skills – able to work effectively with individuals across all levels of the Company.
Proactive, meticulous and able to take good ownership of tasks assigned.
Possess valuable attention to details.