Executive Call Center (Inbound)

Aviva India; Gurugram District; On-site; INR 279,000 - 390,600; Full time

Job summary

Aviva India is looking for a dedicated customer service professional to join their team in Gurugram District, Haryana. The role involves providing exceptional service to customers and intermediaries, addressing inquiries with accuracy and efficiency.

The ideal candidate should possess excellent communication skills, be fluent in English, and be proficient in CRM software and MS Office. Joining Aviva India means contributing to a dynamic team committed to delivering quality customer experiences.

Qualifications

• Fluency in English is essential for effective communication.
• Proficient in MS Office to manage documents and reports.
• Strong customer service skills to resolve inquiries efficiently.

Responsibilities

• Deliver efficient and professional service to customers.
• Provide responses to customer queries about products and policies.
• Ensure accurate and timely resolution of customer concerns.

Skills

Fluency in English

Excellent Communication

Customer Service

Proficient in MS Office

Tools

CRM software

Job description

• Conversant with CRM software i.e. Webclient etc
• Take follow up action in respect of customer queries, requests and complaints and ensure effective closure
• Address all customer and agent requests and queries within established timeframes and service levels
• Be proactive towards service level timelines and quality metrics as defined in the delivery model.

Personal Attributes / Skills

• Fluency in English
• Excellent Communication, Customer Service & listening capabilities
• Proficient in MS office

Specific Responsibilities

• Deliver efficient, effective, professional and courteous service to intermediaries and customers
• Provide responses to customers on queries regarding the product, process, surrender and other details regarding policy, status and premium payment
• Quality query resolution – provide timely, accurate and complete answers to customers
• Co-ordinate with support teams like FSG, PSG, BSG etc to gather the information and documents required to provide responses to customer queries, as required

Key Performance Indicators

• Quality Scores (Non fatal scores and Fatal Scores) => 93% & 95%