1. Manage escalation and ensure resolution at operation center 2. Ensure home connect and home assist are carried out within quality and SLAs drive productivity of Home Care technicians 3. Replicate best practices 4. Partner selection and appointment 5. Execute Home Care processes and plans 6. Service readiness for Home Care 7. Field audit 8. Communicate changes in any process or system to the field team/ SBPs 9. Support to JC team for ensuring smooth functioning of operations 10. Cross- function collaboration to ensure seamless execution of home care operations 11. Escalation management at operation center 12. Performance review & monitoring for JCs across State 13. Ensure manpower movement across JC for optimum utilization of resources 14. Market Intelligence/ Competition Benchmarking
Reliance Jio Infocomm Limited Jio promises to shape the future of India by providing end-to-end digital solutions for businesses, institutions and households and seamlessly bridging the rural-urban divide. When you walk through our doors anywhere in the world, you'll find a group of sharp-minded individuals working in a challenging and collaborative environment-one that fuels inspiration, drives innovation, and encourages you to always think different. You'll immerse yourself in a culture defined by a set of values that demand we operate with the utmost integrity, respect and trust one another, deliver superior customer experiences, and embrace diversity. Together, we'll work hard and own our actions. We'll push boundaries and enact change.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases