Assistant Manager - Customer Service

Axis Max Life Insurance; Gurugram District; Vor Ort; INR 350.000 - 600.000; Vollzeit

Zusammenfassung

Axis Max Life Insurance in Gurgaon seeks an Assistant Manager - Customer Service to manage daily customer service operations for insurance clients. You will handle queries, complaints, and escalations within SLA, and coordinate with underwriting, claims, and backend teams to drive timely resolutions.

The role requires strong communication in English and Hindi, with 2–3 years’ experience at Assistant Manager level, and good Excel/reporting skills to support dashboards and performance metrics.

Qualifikationen

• Graduate with 1-2 years experience in Operations / Customer Care for Associate/ Sr. Associates and minimum 2-3 year of experience for Assistant Manager.
• Good English & Hindi speaking skills, keen interest in the Internet and strong working knowledge of computers.

Aufgaben

• Manage day-to-day customer service operations for insurance customers.
• Handle customer queries, complaints, and escalations within defined TATs.
• Ensure high levels of customer satisfaction and service excellence.
• Coordinate with underwriting, claims, sales, and backend teams for resolution management.
• Monitor service metrics such as SLA, TAT, CSAT, NPS, and productivity.
• Drive process improvements and operational efficiency initiatives.
• Ensure compliance with regulatory and company guidelines.
• Prepare MIS reports, dashboards, and management presentations.
• Support digital transformation and customer experience enhancement initiatives.

Kenntnisse

insurance operations and customer care

excellent communication

stakeholder management

team handling

escalation handling

analytical problem-solving

MS Excel & reporting

Ausbildung

Graduate degree

Tools

MS Excel

PowerPoint

Jobbeschreibung

Position

Assistant Manager - Customer Service

No. of Positions

1

Department

Operations

Function

Customer Service

Location

Gurgaon - 90 C

Key Responsibilities

• Resolution of Queries
• Resolve all escalated complaints from Agent Advisor & Customers within the defined Service Level Agreement s
• Ensure adherence to documented processes, procedures and controls
• Liaise with other support units in Home Office (such as Operations, Products, Actuaries, Finance, Admin, IT) to ensure that all local queries/complaints are resolved
• Ensure follow up with customers / Agents to ensure complete satisfaction
• Publish MIS and Dashboards

Data Analysis

• Help in Root cause analysis of Queries / Complaints received
• Strictly follow the Escalation Matrix

Measure of Success

• Customer satisfaction scores
• Internal quality scores
• TAT of Customer/Agent query resolution as per defined SLA
• 100% compliance to standards.

Desired qualifications and experience

Graduate with 1-2 years experience in Operations / Customer Care for Associate/ Sr. Associates and minimum 2-3 year of experience for Assistant Manager

The applicant should have Good English & Hindi speaking skills, a keen interest in the Internet and strong working knowledge of computers

Knowledge and skills required

Key Responsibilities

• Manage day-to-day customer service operations for insurance customers.
• Handle customer queries, complaints, and escalations within defined TATs.
• Ensure high levels of customer satisfaction and service excellence.
• Coordinate with underwriting, claims, sales, and backend teams for resolution management.
• Monitor service metrics such as SLA, TAT, CSAT, NPS, and productivity.
• Drive process improvements and operational efficiency initiatives.
• Ensure compliance with regulatory and company guidelines.
• Prepare MIS reports, dashboards, and management presentations.
• Support digital transformation and customer experience enhancement initiatives.

Required Skills

• Strong understanding of insurance operations and customer handling
• Excellent communication and stakeholder management skills
• Team handling and people management experience
• Escalation and grievance handling expertise
• Analytical and problem-solving skills
• Knowledge of service quality metrics and process improvement
• Proficiency in MS Excel, PowerPoint, and reporting tools

Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.