PolicyBazaar.com - Customer Service Manager

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.