Job Description Service Excellence Service Excellence initiatives through process, systems or people-skills enhancement o Manage the user/operations aspects of systems implementation or systems-enhancements related to Customer-Experience (viz. CRM, Contact Center platform, new channels of service like Automated IVRs, AI, bots, etc.) o Root Cause Analysis of Customer Complaints for identifying & driving improvements. o Standardization of the Branch service-experience through training, cert... Skills Applicable 1. Does not demonstrate 2. Partially demonstrates 3. Mostly demonstrates 4. Demonstrates and educates People Development: Understands people strengths, capabilities and motivation and works with them for their development and growth 0. Not Applicable 1. Does not demonstrate 2. Partially demonstrates 3. Mostly demonstrates 4. Demonstrates and educates Conflic...
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