Position: Process Associate – Customer Service

Location:
Pune Roles & Responsibilities Operational Management:
• Supervise daily operations of the customer service team, ensuring adherence to policies, procedures, and performance standards.
• Respond to customer inquiries in a timely, skilled, and courteous manner via phone, email, chat, or social media.
• 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. 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. 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. Skills Required
• 2+ years of experience in a customer service or contact center environment
• Strong knowledge of contact center technologies (e.g., CRM, IVR, ACD, WFM).
• Strong analytical and problem-solving abilities.
• Excellent communication skills, both written and verbal.
• Proficiency in insurance management :software and MS Office Suite. Qualifications Bachelor’s degree in any field.

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