Assistant Manager- Customer Care

Team Handling and Supervision

Production Support

Key Responsibilities

Resolution of Queries

• Resolve all escalated complaints from Agent Advisor & Customers within the defined Service Level Agreements
• 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

Data Analysis

• Help in Root cause analysis of Queries / Complaints received
• Strictly follow the Escalation Matrix

Preferred Candidate Profile

• Graduate with 2-3 years experience in Operations / Customer Care
• 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

• Customer centricity
• Good communication skills
• Basic computer skills