Senior Associate - Customer Service
Axis Max Life Insurance Limited · Home, KS · 3 mo ago
HybridCustomer ServiceFull-time
Key Responsibilities
- Resolve all escalated complaints from Agent Advisor & Customers within the defined Service Level Agreement’s
- 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
- Publish MIS and Dashboards
Data Analysis
- Help in Root cause analysis of Queries / Complaints received
- Strictly follow the Escalation Matrix
Measure of Success
- Customer satisfaction scores
- Agent satisfaction scores
- TAT of Customer/Agent query resolution as per defined SLA
- 100% compliance to standards
- 100% compliance to Quality Scores and Grievance KPI’s.