• Attend to incoming calls and emails from customers and understand their problem • Monitor various channels where customers may post their grievances like email, forums, chat support • Delight the customers with prompt suggestions of ideas and solutions to their problems and ensure that customers are satisfied with your resolution. • Send an email confirmation detailing the resolution and asking for customer feedback • Document common customer queries and integrate into our Frequently Asked Questions module • Maintain a deep understanding of our products and industry knowledge to be able to speak with customers about the most relevant features and functionality for their specific needs
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