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Designation- Sr. Executive -Customer Service
Department- Retail (POS)
Exp 3-5 years
Qualification- Minimum Graduation
Reporting - Team Leader / Assistant Manager
Key Stakeholders- POS Sales Team, Other Cross Funtional Team , POS & Insurer
Scope of Role
• Capable of handling Inbound calls, Outbound calls, Emails, Mails, or Social Media queries/concerns/complaints. • Strong email writing skills to address customer/partner's query professionally. • Should have worked on CRM, Dialer & on Service Request Generation module for end to end closure & taking ownership of SRs for in TAT closure. • Capable of handling customers/partners queries/concerns/complaints, provide appropriate solutions and alternatives within the time limits, follow up to ensure resolution. • Capable of handling customers/partners Grievances. • High P-SAT & C-SAT achievement. • Focused to maintain 100% accuracy and quality while performing the activity. • Releasing the MIS of the performed Activity for proper tracking. • Ensuring day to day activity is completed within given TAT, for smooth functioning of workflow and maximum work effectiveness. This may require flexible working hours as per business need. • Customer Service Checklist parameters to be adhered/followed properly while performing the Activity. • Open to accept & implement given feedbacks for process improvement. • Willing to give his/her suggestions and feedbacks for process excellence/improvement so that TAT of activity can be reduced. • Should be able to work under pressure & complete the transaction calmly with accuracy. • Good hands of Excel.
Knowledge & Skills Required-Candidate should have worked in a fast paced Environment. General Insurance / Broking Domain (POS) .
Customer Service experience is a must. * Good Insurance knowledge.* Strong follow up skill.* Good Customer/Partner relationship skills*Excellent communication skills*Strong domain knowledge* Excellent proven track record, * Strong Team player and should be effective collaborator *Following timelines and completeing assignments as per target dates established*High Accuracy *Extreme Customer/Partner Centricity *High Solution Oriented Approach.
03-05 years of experience
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