What are we looking for?

The potential candidate will be responsible to handle IRDA complaints, PMO office, IGMS, Branches, call centre/e-mail/chat, customer walk ins and Sr. Management escalations.

What does the job entail?

Responsible for resolving customer queries and service requests received through email Ensure service interactions are dealt with promptly including service recovery

Coordinate with internal teams to ensure the requests are closed in a timely manner

Deliver best in class customer experience in the service interactions leading to improved VOC

Identify gaps in existing processes and work with various project teams to drive improvements

Ensure SLA's, TAT's, Productivity and Quality metrics are met as per defined targets

Monitor quality of responses whether First time Right in providing resolution have been followed

Improve connect with customers through engagement activity and understand why customers have emailed and provide resolution

Work Experience

2 + years

Essential Qualification

Graduate

Preferred Skills

Excellent written and verbal communications skills, Exposure in handling customer grievances over calls and emails

📌 Associate Manager - Service Recovery (Mumbai)
🏢 HDFC Life
📍 Mumbai