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 communication skills, exposure in handling customer grievance over calls and emails

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