"• Understanding of Service Cloud • Understanding and working knowledge of Service Cloud components like • Milestones/Entitlements • Email-To-Case • Web-To-Case • Assignment Rules,etc • User management • Complete knowledge on Security and Sharing model of Engage(Profiles/Roles/OWD/Sharing Rules,etc) • Workflows/Process Builder, Flows and Approval process • Live Chat Implementation • Good understanding and knowledge on VisualForce and Apex • Using Data Loader and Data migration • Good working knowledge on Reports, Dashboards. • Email Templates
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