Job Title : Associate/Sr Associate - Customer Service

Location : Pune

Department : Customer Service

Reports To : Team Leader -Operations

Job Summary : Key Responsibilities : 1. Operational Management :

- Supervise daily operations of the customer service team, ensuring adherence to policies, procedures, and performance standards.
- Resolve product or service problems by clarifying the customer’s issue, determining the cause, and providing the best solution.
- Accurately document all customer interactions using CRM or ticketing systems.
- Escalate unresolved issues to the appropriate departments or supervisors.
- Follow up with customers to ensure full resolution of issues and satisfaction.
- Maintain up-to-date knowledge of company products, services, policies, and procedures.
- Meet individual and team performance targets including quality, speed, and customer satisfaction.
- Work collaboratively with other team members to achieve team goals and support a positive work environment.
- Adhere to all company policies and compliance standards.

2. Process Improvement :

- Analyze and optimize operational processes to identify areas for improvement and implement best practices.
- Coordinate with other departments, to ensure a seamless process flow.




- Implement and oversee automation tools and technology solutions to streamline operations.

3. Compliance and Risk Management :

- Ensure all operations comply with industry regulations, corporate policies, and legal standards.
- Monitor and address any potential risks or operational issues, escalating as necessary to senior management.
- Maintain and update insurance-related documentation, including policy and claims records.

4. Qualifications and Skills :

- Bachelor’s degree in any field.
- 2+ years of experience in a customer service or contact center environment
- Strong knowledge of contact center technologies (e.g., CRM, IVR, ACD, WFM).
- Solid analytical and problem-solving abilities.
- Excellent communication skills, both written and verbal.
- Proficiency in insurance management software and MS Office Suite.

5. Personal Attributes :

- Detail-oriented with a focus on accuracy and efficiency.
- Strong organizational and multitasking abilities.
- Ability to work well under pressure and meet deadlines.
- Adaptability and openness to continuous learning and improvement.

**6. Working Hours

📌 Process Associate - Customer Service (Pune)
🏢 Cogneesol
📍 Pune