Senior Associate, Customer Care – Operations Lead

Axis Max Life Insurance Limited; Home (KS); On-site; USD 3,600 - 5,200; Full time

Job summary

Axis Max Life Insurance Limited in Gurgaon is seeking a Sr. Associate - Customer Care to manage day-to-day customer service operations for insurance customers, address queries and escalations, and ensure service levels are met.

You will coordinate with underwriting, claims, sales and backend teams, prepare MIS reports and dashboards, and strive for high CSAT and adherence to standards. Fluency in English and Hindi and strong computer skills are required.

Qualifications

• Graduate with 1–2 years’ experience in Operations / Customer Care for Associate/Sr. Associates; 2–3 years for Assistant Manager.
• Good English & Hindi speaking skills, keen interest in the Internet, and strong computer proficiency.

Responsibilities

• Resolve escalated queries from Agents & Customers within defined SLAs.
• Follow documented processes and controls.
• Coordinate with Home Office support units to resolve local queries/complaints.
• Follow up with customers/agents to ensure satisfaction.
• Publish MIS and dashboards.
• Perform root cause analysis of queries/complaints.
• Adhere to the escalation matrix.

Skills

English Hindi

Customer service

Stakeholder management

Analytical thinking

Team collaboration

Education

Graduate degree

Tools

MS Excel

PowerPoint

Reporting tools

Job description

Axis Max Life Insurance Limited in Gurgaon is seeking a Sr. Associate - Customer Care to manage day-to-day customer service operations for insurance customers, address queries and escalations, and ensure service levels are met.

You will coordinate with underwriting, claims, sales and backend teams, prepare MIS reports and dashboards, and strive for high CSAT and adherence to standards. Fluency in English and Hindi and strong computer skills are required.