Assistant Manager Customer Connect/Service

Green Leaf Consultants Kolkata; Mumbai; On-site; INR 400,000 - 700,000; Full time

Job summary

Green Leaf Consultants Kolkata is seeking a customer service professional to handle communications with customers by performing root cause analysis and ensuring timely service delivery. The role focuses on front-end interactions for policy servicing queries, requests and complaints of HNI/NRI customers, aiming to improve TAT and VOC scores while adhering to SOPs and quality parameters.

You will work with cross-functional teams to enhance customer experience and reduce servicing issues,

Responsibilities

• Handling communications with the customer by providing root cause analysis.
• Ensuring process completion as per pre-defined TAT and Standard Operating Procedure (SOPs).
• Handling cross-functional departmental management to ensure smooth customer experience.
• Front end customer interactions for policy servicing queries , requests and complaints for HNI/NRI customers
• Improve Servicing TAT, VOC Scores and reduce Policy Servicing complaints for HNI Customers
• Adherence to resolution quality parameters and ensuring Nil observations in SDA and Concurrent Audit

Job description

Role & responsibilities

Handling communications with the customer by providing root cause analysis.

Ensuring process completion as per pre-defined TAT and Standard Operating Procedure (SOPs).

Handling cross-functional departmental management to ensure smooth customer experience

Front end customer interactions for policy servicing queries , requests and complaints for HNI/NRI customers

• Improve Servicing TAT, VOC Scores and reduce Policy Servicing complaints for HNI Customers


• Adherence to resolution quality parameters and ensuring Nil observations in SDA and Concurrent Audit