The role requires to communicate with the customers via email and outcall to keep them posted on their grievance that has been raised/resolved
It would also involve reaching out to the heads of the departments to ensure the customer worry is resolved within the stipulated timeframe [I Care for you model - ICU]
Understanding and striving to meet or exceed metrics while providing excellent world class customer service
- Good Communication & comprehensive Skills
- Ability to write, speak and understand English, Hindi & Marathi
- Identify customers needs, clarify information, research every issue and provide solutions and/or alternatives
- Ensure the grievances are resolved with 48 hours for nonclaims and within 5 days for all claims
- Adherence to all the SLAs [Websales, Travel, Health Admin, Customer Care]
- Targets are met for Quality, email closures, shrinkages, log in hours, shift adherence, leaves
