Customer Support Executive
Customer Support Executive
Posted on :
30-05-2024
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Job Description
Role Executive QSD (Backend) Customer Service
Location Gurgaon
Venue Sector 18 Plot 90C Udhyog Vihar
Company Max Life Insurance
On Randstad payroll
There are 40 openings share references as well Thankyou.
Location Gurgaon
Venue Sector 18 Plot 90C Udhyog Vihar
Company Max Life Insurance
On Randstad payroll
There are 40 openings share references as well Thankyou.
Key Responsibilities:
Resolution of Queries/Complaints:
The candidate would be responsible for making calls resolve email queries/complaints and received from other sources like web SMS etc.
Will be responsible for solving Agent and Customer queries/complaints
Resolve queries within service standards (Accuracy TAT NPS etc.)
Capture data related to queries on system
The candidate would be responsible for making calls resolve email queries/complaints and received from other sources like web SMS etc.
Will be responsible for solving Agent and Customer queries/complaints
Resolve queries within service standards (Accuracy TAT NPS etc.)
Capture data related to queries on system
Data Analysis:
Help in Root cause analysis of Queries / Complaints received
Strictly follow Escalation Matrix
Help in Root cause analysis of Queries / Complaints received
Strictly follow Escalation Matrix
Measure of Success:
Meeting resolution (closure) targets
Resolution quality score
Turnaround time (TAT)
Customer satisfaction score (NPS)
Agent satisfaction score
100% compliance
Write back/repeat %
Escalations
Resolution quality score
Turnaround time (TAT)
Customer satisfaction score (NPS)
Agent satisfaction score
100% compliance
Write back/repeat %
Escalations
Desired qualifications and experience:
Graduate with 1 year of experience in operations/customer service preferably in Insurance industry.
The applicant should have excellent communication skills keen interest in online tools and strong working knowledge of computers.
The applicant should have excellent communication skills keen interest in online tools and strong working knowledge of computers.
Knowledge and skills required:
Adequate communication skills (Versant or equivalent level Level 5 or above)
Email writing skills (must)
Sound computer operating skills (MS office)
Email writing skills (must)
Sound computer operating skills (MS office)
Employment Type
Full Time
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