Resolve all escalated complaints from Agent Advisor & Customers within the defined Service Level Agreement s
Ensure adherence to documented processes, procedures and controls
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
Ensure follow up with customers / Agents to ensure complete satisfaction
Publish MIS and Dashboards
Data Analysis:
Help in Root cause analysis of Queries / Complaints received
Strictly follow the Escalation Matrix
Measure of Success:
Customer satisfaction scores
Internal quality scores
TAT of Customer/Agent query resolution as per defined SLA
100% compliance to standards.
Desired qualifications and experience:
Graduate with 1-2 years experience in Operations / Customer Care for Associate/ Sr. Associates and minimum 2-3 year of experience for Assistant Manager
The applicant should have Good English & Hindi speaking skills, a keen interest in the Internet and robust 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.
- 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 understanding of insurance operations and customer handling
- Excellent communication and stakeholder management skills
- Team handling and people management experience
- Escalation and grievance handling expertise
- Analytical and problem-solving skills
- Knowledge of service quality metrics and process improvement
- Proficiency in MS Excel, PowerPoint, and reporting tools
Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
📌 Sr Associate - Customer Service (Gurugram)
🏢 Axis Max Life Insurance
📍 Gurugram
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