Job Summary

As a Customer Care Specialist, you will be the first point of contact for our customers across digital, voice, and non-voice journeys basis business requirement. You will support customers with clear, accurate and empathetic communication, ensuring every interaction is handled with ownership, care and a commitment to delivering a positive customer experience. This is a frontline customer-facing role focused on resolving customer queries, following process and compliance requirements, supporting customer promise, and contributing positively to team and department goals.

Role and Its Responsibilities

Key Responsibilities:

- Handle customer contacts with ownership and empathy, aiming for First Contact Resolution wherever possible while following agreed processes.
- Manage contacts across assigned voice and/or non-voice channels depending on the line of business and department requirement.
- Maintain accuracy, quality, compliance and data integrity in every customer interaction.
- Use clear communication, quick thinking and available system guidance to resolve a variety of customer queries effectively.
- Learn and adapt to different customer journeys and insurance products basis business requirement, including Recent Business, Service, Value, Retention or other Digital Operations areas.
- Consistently demonstrate Admiral values, customer-first thinking and a willingness to learn through feedback and coaching.
- Contribute to department performance by meeting agreed productivity, quality, conduct and attendance expectations.

Ingredients to Success:

- Contribute positively to the team, recognizing and celebrating the success of others.
- Exhibit passion for our brand and customer service.
- Demonstrate excellent communication skills.
- Embrace new ways of working, unlearning and relearning as necessary.
- Commit to doing it right the first time for the customer.
- Foster an environment of mutual respect.




- Be open to change and receptive to feedback.

Requirements

- Flexible to work in shifts, including weekends and holidays.
- Excellent verbal and written communication skills.
- Strong problem-solving skills and attention to detail.
- Ability to work independently and as part of a team.
- Possess technical abilities to navigate through customer Service tools.

Working Considerations

- Department: Customer Services

- Location: Gurugram

- Minimum Education: 10+2
- Experience: Minimum of 1 year of experience in a customer service blended role (International) such as UK, US or Australian customers.
- Shift Timings: 6:30 AM IST - 2:30 AM IST
- Working Days: 5 days working in the week
- Location flexibility: Location to work both from home and the office based on business requirements within Admirals serviceable area.
- WFH: Need assurance of a noise-free quiet/separate room providing an ability to work without interference, continuity and maintaining complete data integrity. There is a need for an existing stable Wi-Fi connection from a reliable telecom vendor having a minimum speed of 75mbps and uninterrupted power supply.
- WFO: We do ensure that we take adequate safety precautions and remain compliant with government prescribed rules and regulations.
- Performance Management Policy: The performance management policy will be applicable to all Customer Care Specialist. Continued support, coaching and feedback will be provided to help staff meet required standards of productivity, quality, conduct and attendance.
- Customer Facing Time Requirement: Customer Care Specialist will be expected to complete the required customer-facing time as per department allocation, unless assigned to approved training, support activity or other business-approved tasks.

Disclaimer: This job posting 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.

📌 Customer Care Specialist - Digital Operations (Gurugram)
🏢 Admiral Solutions
📍 Gurugram