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Assistant Manager Customer Service

4.00 to 9.00 Years   Mumbai City   19 Jun, 2021
RELIANCE NIPPON LIFE INSURANCE COMPANY LIMITED
Job LocationMumbai City
EducationNot Mentioned
SalaryRs 3.0 - 4.5 Lakh/Yr
IndustryInsurance
Functional AreaCustomer Service (Domestic)
EmploymentTypeFull-time

Job Description

  • Understanding customer grievance
  • Contacting the customer to obtain all relevant details through emails/calls
  • Establishing all facts and asking for feedback from the sales team where ever required
  • Coordinate with other teams such Operations, Policy Servicing, Finance etc for resolution of the grievance
  • Communicate the decision to the customer, draft a customised response where ever necessary
  • Keep customer updated during the course
  • Display empathy and courtesy in all interactions with the customer
  • Adhere to internal SOPs and TAT
  • Complete and accurate resolutions to the grievances handled
  • Adherence to internal SOPs measured through QC scores, audits etc
  • Resolution of grievance in defined timelines
  • Graduate / Post Graduate
  • Excellent Communication skills verbal and written
  • Previous experience in customer facing areas / grievance resolution role will be a plus
  • 2-3 Years in a customer facing process
  • Life Insurance experience will be desirable

Keyskills :
email supportcustomer escalation managementcsatescalation processescalation managementslacustomer servicefollow upsquery resolutionescalationroot cause analysishandlingclient issue resolutionescalationstatcustomer complaint resolutioncusto

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