Assistant Manager - Customer Service

Location: Gurgaon – 90 C

Department: Operations – Customer Service

Key Responsibilities

• Resolution of Queries: Resolve all escalated complaints from Agent Advisors & Customers within defined Service Level Agreements (SLAs).
• Ensure adherence to documented processes, procedures and controls.
• Liaise with support units in the Home Office (Operations, Products, Actuaries, Finance, Admin, IT) to resolve local queries/complaints.
• Follow up with customers/Agents to ensure complete satisfaction.
• Publish MIS reports and dashboards.
• Data Analysis: Conduct root‑cause analysis of queries/complaints received.
• Strictly follow the Escalation Matrix.
• Manage day‑to‑day customer service operations for insurance customers.
• Handle customer queries, complaints, and escalations within defined TATs.
• Coordinate with underwriting, claims, sales, and backend teams for resolution management.
• Monitor service metrics such as SLA, TAT, CSAT, NPS, and productivity.
• Drive process improvements and operational efficiency initiatives.
• Ensure compliance with regulatory and company guidelines.
• Prepare MIS reports, dashboards, and management presentations.
• Support digital transformation and customer experience enhancement initiatives.

Measure of Success

• Customer satisfaction scores.
• Internal quality scores.
• TAT of Customer/Agent query resolution as per defined SLA.
• 100 % compliance to standards.

Desired Qualifications and Experience

• Graduate with 1–2 years of experience in Operations/Customer Care for Associate/Sr. Associate roles, or minimum 2–3 years of experience for Assistant Manager level.
• Good English and Hindi speaking skills.
• Keen interest in the Internet and strong working knowledge of computers.

Knowledge and Skills Required

• Strong understanding of insurance operations and customer handling.
• Excellent communication and stakeholder management skills.
• Team handling and people management experience.
• Escalation and grievance handling expertise.
• Analytical and problem‑solving skills.
• Knowledge of service quality metrics and process improvement.
• Proficiency in MS Excel, PowerPoint, and reporting tools.