Team Member - Grievance

Aditya Birla Capital; Maharashtra; On-site; INR 350,000 - 550,000; Full time

Job summary

Aditya Birla Capital in India seeks an inbound customer service professional to be the first point of contact for grievances via phone, email and web chat. The role aims to deliver high-quality service and achieve KPI targets in grievance management.

You will work with cross-functional teams to resolve issues, maintain product and service knowledge, and ensure accurate data entry and timely case closures, contributing to customer satisfaction and retention.

Responsibilities

• Be the first point of contact for customer grievances via phone, email and web chat.
• Ensure timely and accurate resolution of issues to meet SLAs and KPIs.
• Maintain up-to-date knowledge of products and processes to assist customers effectively.

Job description

Job Purpose

The main purpose is to be the first point of contact for all customer and partner telephonic, email and web chat grievance. Must be able to provide high quality service to all customers in order to maximize individual and team objectives and KPI’s on grievance management.

Job Context & Challenges

About the Health Insurance Industry –

Job Context & Major Challenges

About the Health Insurance Industry –

While the current market sees more than 15 non-life players in the private space and 5 exclusive private players in the health insurance space trying to capture a sizable market share, the nationalised service provider (6) remains a strong competitor. In addition to this the business dynamics are such that the overall market on an annual basis which is to the tune of roughly 10,000 Crs sees close to 85 % of the business renewing with the existing service provider itself. This narrows down the opportunity of the fresh business actually being seriously fought in the market to approximately 1500 odd Crs. With the SME and the start-ups being the driving force of Indian economy, the opportunity to cater to these segments is immense and is increasing manifold year on year. The challenge here therefore remains as to how we capture a larger share of the opportunity by developing specific solutions to cater each segment of the business. Also by creating an inexpensive and standardized solution to increase the reach into the pockets of channel partners across the country to harness on their captive business and explore new opportunities with them.

Opportunities – With the advent of medical advancements, lifestyle changes, change in Indian socio-economic scenario and Indian healthcare space the clients are facing challenges to cater to the needs of diverse workforce. Increasingly Indian clients have started considering group benefits as a lever to manage employee expectations, talent acquisition and retention. In this scenario it becomes extremely important to understand their psyche and then provide tailored solutions which would help them meet their end objectives and bring in profitable revenue source for the company.

Challenges –

Distribution: How we create specific distribution models to penetrate different market segments remains a challenge. Motivation to channel partners to place business with the co. Activate and manage agent based distribution channel across the country

Long term and short term strategic plans to increase the market share and profitability in line with the company’s business objectives.

Identifying new segments, structure offerings, and value enhancers apart from creating differentiators’ remains a big challenge for the company’s growth. Meeting varied client’s expectation in terms of solutions, pricing and operational support remains a challenge.

Build and further enhance relationships with key customers and partners alike.

Build the vertical in line with the leadership teams expectation of having the group benefits team contributing substantially to the bottom-line in years to come

KRA (Accountabilities) (Max 1325 Characters)

Supporting Actions (Max 1325 Characters)

KRA1 Managing Vendor, customer service and contact centre KPI. 1. Play a key role in working closely with the vendor in order to achieve sla and threshold for all key parameters

• Initiating process improvements to ensure timely closures of all QRC
• Handling activities related to contact centre , hiring ,training , and co-ordination with all functions for improvements and closures
• To handle all contact centre KPI to ensure a clear understanding in order to minimize any potential QRC.
• To handle productivity for all outbound and inbound lobs’s across outbound calling activities: Welcome calls, Upsell, Cross-Sell, Customer Satisfaction, Payment reminders and follow-up calls.
• To meet and exceed call quality guidelines. It is essential that each and every call is conducted at highest standard.
• To take ownership of customer problems and ensure they are resolved to the delight of the customer
• To meet KPI’s as agreed in the Service Level Agreements
• To participate and involve and function within the team environment.

KRA2 Managing Vendor, customer service and contact centre KPI. 10. Take responsibility for their own performance development plans, with the support of the Inbound Customer Service Manager

• To develop and maintain an in-depth understanding of all products, services, promotions and campaigns offered
• To maintain a good attitude and ability to maintain effective work behaviour in the face of setbacks of pressure within the grievance environment. Staying optimistic about all the products and maintain a high ethical standard, both personally and professionally
• To actively pursue retention/conservation opportunities by understanding cancellation requests from customers with a view to retaining their business.
• To ensure that data entry is recorded in an accurate and timely manner. This will ensure that the appropriate information regarding customer’s accounts is forward to the various departments allowing all changes to be made correctly
• To participate in associated/relevant project work as and when required by the Inbound Customer Service Supervisor or the CS Contact Centre Manger