Senior Associate

ESP Engineered; Pune District; On-site; INR 300,000 - 450,000; Full time

Job summary

ESP Engineered is seeking a Process Associate for their customer service team in Pune, Maharashtra. The successful candidate will supervise daily operations, handle customer inquiries, resolve issues, and document interactions using CRM tools. A minimum of 2 years of experience in customer service is required, along with strong analytical skills and proficiency with relevant technologies. This role is crucial for maintaining service standards and improving operational processes.

Qualifications

• 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.

Responsibilities

• Supervise daily operations of the customer service team.
• Respond to customer inquiries in a timely manner.
• Resolve product or service problems effectively.
• Accurately document all customer interactions.
• Escalate unresolved issues as necessary.
• Follow up with customers for issue resolution.
• Maintain knowledge of company products and services.
• Meet performance targets including quality and speed.
• Collaborate with team members for goal achievement.
• Adhere to company policies and compliance standards.

Skills

Customer service experience

Contact center technologies

Analytical skills

Communication skills

Insurance management software

MS Office Suite

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.