Job Description:

Work Experience

Preferably 1-2 years of customer service experience into GI industry especially in voice, chat & email process, preferable to be handling a similar role at least for the past 1 year

Primary Responsibilities

Handling request management queue which will involve calling & writing emails to customers
High quality of resolution to achieve high Net Promoter Score (NPS)
Achieve performance benchmarks for KRAs on productivity, TAT, FTR, Average Age, SLA & NPS at the desired level
Coordinating with various departments for resolution of customer issues
Assist with developing the knowledgebase, scripts and processes (SOPs) for all transactions
MIS (daily, monthly, quarterly) & action planning for any parameters below par

Competencies

Exceptional Written & Verbal Communication skills
Capable to accurately document customer interaction in the system
Proficient with Computer, Internet usage and able to learn Insurance &CRM systems
Good typing speed
MS Office proficiency will be an added advantage
Positive, Service-Oriented attitude
Ability to work under pressure and handle irate customers
Quality Consciousness
Willingness to learn & upgrade ones skills regularly
Interpersonal skills for inter-departmental coordination

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Retailing, Consumer Durables/FMCG
Functional Area : Operations/Customer Service/Telecalling/Backend
Role : Non Voice Process - Both BPO Type
Salary : As per Industry Standards
Deadline : 20th Feb 2020

Key Skills:

Company Profile:

Company
Future Generali India Life Insurance Co Ltdarfix

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