We are seeking a highly empathetic and solution-oriented Executive/AM - Customer Engagement to join our client's team through Acme Services. This pivotal role is responsible for the timely and effective resolution of escalated complaints, particularly CEO escalations, from both Agent Advisors and customers. The ideal candidate will ensure strict adherence to processes, collaborate seamlessly with internal stakeholders, and drive customer satisfaction through diligent follow-ups and insightful data analysis.
Key Responsibilities
- Escalated Complaint Resolution: Resolve all escalated (largely CEO escalations) complaints from Agent Advisors and Customers within the defined Service Level Agreement (SLA), ensuring prompt and satisfactory outcomes.
- Process Adherence & Control: Ensure strict adherence to documented processes, procedures, and controls in all customer engagement activities, maintaining high standards of compliance.
- Cross-Functional Liaison: Liaise with other support units in the Home Office (such as Operations, Products, Actuaries, Finance, Admin, IT) to ensure that all local queries and complaints are efficiently resolved.
- Customer Satisfaction & Follow-up: Ensure follow-up with customers / Agents to guarantee complete satisfaction and build lasting relationships.
- Reporting & Analysis: Publish MIS (Management Information System) and Dashboards to track performance and provide insights. Actively help in Root Cause Analysis (RCA) of queries / complaints received to identify systemic issues.
- Escalation Management: Strictly follow the Escalation Matrix for all issues, ensuring appropriate levels of management are informed and involved as necessary.
Skills
- Strong ability to resolve escalated complaints, including CEO escalations.
- Expertise in ensuring adherence to documented processes, procedures, and controls.
- Excellent liaison skills with various internal support units.
- Proficiency in customer/agent follow-up to ensure satisfaction.
- Capability to publish MIS and Dashboards.
- Skills in Data Analysis for Root Cause Analysis of Queries / Complaints.
- Strict adherence to Escalation Matrix.
- Strong communication and interpersonal skills.
Qualifications
- Proven experience in a customer service, customer relations, or customer engagement role, with a focus on complaint resolution.
- Demonstrable ability to manage escalated issues and work with cross-functional teams.
- Strong analytical skills for data interpretation and root cause analysis.
