Senior Associate - Customer Service

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

Job Description

Position

Sr. Associate - Customer Care

No. of Positions

1

Department

Operations

Function

Customer Service

Location

Gurgaon – 90 C

Key Responsibilities

• Resolution of Queries: Resolve all escalated 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
• Internal quality scores
• TAT of Customer/Agent query resolution as per definedSLA
• 100% compliance to standards.

Desired qualifications and experience

• Graduate with 1-2 years’ experience in Operations / Customer Care for Associate/ Sr. Associates and minimum 2-3 year’ of experience for Assistant Manager
• 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

• Manage day-to-day customer service operations for insurance customers.
• Handle customer queries, complaints, and escalations within defined TATs.
• Ensure high levels of customer satisfaction and service excellence.
• Coordinate with underwriting, claims, sales, and backend teams for resolution management.
• Monitor service metrics such as SLA, TAT, CSAT, NPS, and productivity.
• Drive process improvements and operational efficiency initiatives.
• Ensure compliance with regulatory and company guidelines.
• Prepare MIS reports, dashboards, and management presentations.
• Support digital transformation and customer experience enhancement initiatives.

Required Skills

• Strong understanding of insurance operations and customer handling
• Excellent communication and stakeholder management skills
• Team handling and people management experience
• Escalation and grievance handling expertise
• Analytical and problem-solving skills
• Knowledge of service quality metrics and process improvement
• Proficiency in MS Excel, PowerPoint, and reporting tools