Assistant Manager - Customer Service

Job Description

Career Opportunities

Position

Assistant Manager\- Customer CareNo. of Positions1Department

OperationsFunctionCustomer ServiceLocation

• *Gurgaon – 90 CKey Responsibilities:****Ü Resolution of Queries:**

Ø Resolve all escalated complaints from Agent Advisor Customers within the defined Service Level Agreement’s

Ø Ensure adherence to documented processes, procedures and controls

Ø 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

Ø Ensure follow up with customers / Agents to ensure complete satisfaction

Ø Publish MIS and Dashboards

• *ÜData Analysis:**

Ø Help in Root cause analysis of Queries / Complaints received

Ø Strictly follow the Escalation Matrix

• *Measure of Success:**

Ø Customer satisfaction scores

Ø Agent satisfaction scores

Ø TAT of Customer/Agent query resolution as per definedSLA

Ø100% compliance to standards.

• *Desired qualifications and experience:**

Ø Graduate with 2\-3 years’ experience in Operations / Customer Care

Ø 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:**

Key Responsibilities

• Manage day\-to\-day customer service operations for insurance customers.
• Handle customer queries, complaints, and escalations within defined TATs.
• Ensure high levels of customer satisfaction and service excellence.
• 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.
• Lead, mentor, and manage customer service teams.
• Ensure compliance with regulatory and company guidelines.
• Prepare MIS reports, dashboards, and management presentations.
• Support digital transformation and customer experience enhancement initiatives.

Required Skills

• Strong understanding of insurance operations and customer servicing
• 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