Associate -Customer Service

Cogneesol Inc.; Pune District; On-site; INR 300,000 - 420,000; Full time

Job summary

Cogneesol Inc. is seeking a Process Associate – Customer Service to oversee daily customer service operations in Pune, ensuring policy adherence and strong performance. You will handle inquiries via phone, email, chat, or social media and resolve issues by clarifying, diagnosing, and solving them.

You will document interactions in CRM or ticketing systems, escalate when needed, and work with other teams to improve processes while meeting quality and customer satisfaction targets.

Qualifications

• 2+ years of experience in a customer service or contact center environment
• Strong knowledge of contact center technologies (CRM, IVR, ACD, WFM)
• Strong analytical and problem-solving abilities
• Excellent communication skills, both written and verbal
• Proficiency in insurance management software and MS Office Suite

Responsibilities

• Supervise daily operations of the customer service team, ensuring adherence to policies, procedures, and performance standards.
• Respond to customer inquiries via phone, email, chat, or social media in a timely, professional manner.
• Resolve product or service problems by clarifying the customer’s issue, determining the cause, and providing the best solution.
• Accurately document all customer interactions using CRM or ticketing systems.
• Escalate unresolved issues to the appropriate departments or supervisors.
• Follow up with customers to ensure full resolution and satisfaction.
• Maintain up-to-date knowledge of company products, services, policies, and procedures.
• Meet individual and team performance targets including quality, speed, and customer satisfaction.
• Work collaboratively with other team members to achieve team goals and support a positive work environment.
• Adhere to all company policies and compliance standards.
• Analyze and optimize operational processes to identify areas for improvement and implement best practices.
• Coordinate with other departments to ensure a seamless process flow.
• Implement and oversee automation tools and technology solutions to streamline operations.
• Ensure all operations comply with industry regulations, corporate policies, and legal standards.
• Monitor and address potential risks, escalating as necessary to senior management.
• Maintain and update insurance-related documentation, including policy and claims records.

Skills

Customer service

Analytical thinking

Communication skills

Insurance software

MS Office

Education

Bachelor's degree

Tools

CRM

IVR

ACD

WFM

Job description

Position: Process Associate – Customer Service

Location: Pune

Operational Management

• Supervise daily operations of the customer service team, ensuring adherence to policies, procedures, and performance standards.
• Respond to customer inquiries in a timely, professional, and courteous manner via phone, email, chat, or social media.
• Resolve product or service problems by clarifying the customer’s issue, determining the cause, and providing the best solution.
• Accurately document all customer interactions using CRM or ticketing systems.
• Escalate unresolved issues to the appropriate departments or supervisors.
• Follow up with customers to ensure full resolution of issues and satisfaction.
• Maintain up-to-date knowledge of company products, services, policies, and procedures.
• Meet individual and team performance targets including quality, speed, and customer satisfaction.
• Work collaboratively with other team members to achieve team goals and support a positive work environment.
• Adhere to all company policies and compliance standards.

Process Improvement

• Analyze and optimize operational processes to identify areas for improvement and implement best practices.
• Coordinate with other departments, to ensure a seamless process flow.
• Implement and oversee automation tools and technology solutions to streamline operations.

Compliance and Risk Management

• Ensure all operations comply with industry regulations, corporate policies, and legal standards.
• Monitor and address any potential risks or operational issues, escalating as necessary to senior management.
• Maintain and update insurance-related documentation, including policy and claims records.

Skills Required

• 2+ years of experience in a customer service or contact center environment
• Strong knowledge of contact center technologies (e.g., CRM, IVR, ACD, WFM).
• Strong analytical and problem-solving abilities.
• Excellent communication skills, both written and verbal.
• Proficiency in insurance management :software and MS Office Suite.

Qualifications

Bachelor’s degree in any field.

Required Skills

Accountability & Ownership Attention to Detail Communication Skills