Sr Associate - Customer Service

Axis Max Life Insurance; Gurugram District; On-site; INR 300,000 - 600,000; Full time

Job summary

Axis Max Life Insurance is seeking a Senior Associate - Customer Care in Gurgaon (HO) to handle escalated queries and complaints with a focus on customer satisfaction. The role involves coordinating across departments, publishing MIS, and following strict processes.

The position requires graduate-level education with 2-3 years in Operations or Customer Care, along with strong English and Hindi communication and basic computer skills.

Qualifications

• Graduate with 2-3 years experience in Operations / Customer Care.
• Good English & Hindi speaking skills, keen interest in the Internet, and strong working knowledge of computers.

Responsibilities

• Resolution of Queries: Resolve escalated (largely CEO escalations) complaints within SLA.
• Liaise with Home Office units to resolve local queries/complaints.
• Ensure follow up with customers / Agents to ensure complete satisfaction.
• Publish MIS and Dashboards.
• Help in Root cause analysis of Queries / Complaints received.

Education

Graduate

Job description

Job Description

Career Opportunities

Position

Senior Associate - Customer Care

No. of Positions 1

Department

Operations

Function

Customer Care

Location

Gurgaon - HO

Key Responsibilities:

• Resolution of Queries:
• Resolve all escalated (largely CEO escalations) 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
• Agent satisfaction scores
• TAT of Customer/Agent query resolution as per defined SLA
• 100% compliance to standards.

Desired qualifications and experience:

• Graduate with 2-3 years experience in Operations / Customer Care
• 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:

• Customer centricity
• Good communication skills
• Basic computer skills