Team Handling and Supervision
Production Support
Key Responsibilities
Resolution of Queries
- Resolve all escalated complaints from Agent Advisor & Customers within the defined Service Level Agreements
- 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
Data Analysis
- Help in Root cause analysis of Queries / Complaints received
- Strictly follow the Escalation Matrix
Preferred Candidate Profile
- Graduate with 2-3 years experience in Operations / Customer Care
- The applicant should have Good English & Hindi speaking skills, a keen interest in the Internet and strong working knowledge of computers
Knowledge and Skills Required
- Customer centricity
- Good communication skills
- Basic computer skills
