Job Description:

Designation- Sr. Executive -Customer Service

Grade-Sr. Executive 

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