Salary offered: 9 - 13 LPA
- Handling various customer service teams - calling, email, grievance and MIS teams.
- Managing teams of outbound calling tele-callers providing customer service.
- Grievance & Email team - complaints, Retention email and WhatsApp chat support processes were handled.
- C-SAT, NPS management via email, SMS, Call IVR
- Generate reports about C-SAT, NPS to share with the clients or stakeholders
- MIS team - formulating, generating and publishing periodic reports for management about sales and service processes.
- Handled highly escalated complaints. Complaints of customers escalated to our CEO, IRDA, bimalokpal, consumer court etc effectively settled complaints to customer satisfaction.
- SLAs (service level agreements) defined, priority rules defined for email, chat support.
- Daily trackers maintained for all processes, validated and shared with respective stake holders (directors) on daily basis.
- Formulated hourly, daily reports of all the processes.
- Formulated Score cards for calling, Email & MIS processes and respective tele-callers.
- Monthly Incentive report prepared for sales and customer service teams.
- Preparing dashboards for all processes.
- Presenting (dashboards) process performance at monthly and quarterly reviews for management.
- Liaising and maintaining relationship with insurance partners for smoothing operations and seamless information flow between them and the organization.
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