Executive - Customer Engagement
Published date: 2024/01/10
- Location: Ahmedabad, Gujarat, India
Key Responsibilities
:
• Managing office administration assets and upkeep of the same.
• Agents Contracting
• New Business Processing
• Banking of Initial & Renewal Premium
• Managing Petty cash & vendor payments
• Retention of Surrender Requests
• Execution of all Service Requests - Post Policy Issuance
• Reverting on customer queries and complaints
• Maintaining high NPS Scores
• Life and Health Claims processing
• Handling compliance issues.
• Audit Rating
Measure of Success:
• Service to Delight- 3Days
• Customer Engagement - 70%
• Surrender Retention - 68%
• NPS-85
• 100% Banking with 24 hours.
• Vendor payment TAT should be < 10 days
• Surrender Requests <1%
• 100 % Accuracy of POS requests
• 100 % Accuracy of Customer service
• Zero Day upload of POS & Claims Docs in FTP server.
• Audit rating 2
Desired qualifications and experience:
• Graduate / Post-Graduate in any discipline.
• 2-3 years experience handling front end customer services
• Knowledge of service quality is required
Knowledge and skills required:
• Must be highly customer centric
• Excellent communication skills
• Good co-ordination skills
• Data management on Excel should be good
:
• Managing office administration assets and upkeep of the same.
• Agents Contracting
• New Business Processing
• Banking of Initial & Renewal Premium
• Managing Petty cash & vendor payments
• Retention of Surrender Requests
• Execution of all Service Requests - Post Policy Issuance
• Reverting on customer queries and complaints
• Maintaining high NPS Scores
• Life and Health Claims processing
• Handling compliance issues.
• Audit Rating
Measure of Success:
• Service to Delight- 3Days
• Customer Engagement - 70%
• Surrender Retention - 68%
• NPS-85
• 100% Banking with 24 hours.
• Vendor payment TAT should be < 10 days
• Surrender Requests <1%
• 100 % Accuracy of POS requests
• 100 % Accuracy of Customer service
• Zero Day upload of POS & Claims Docs in FTP server.
• Audit rating 2
Desired qualifications and experience:
• Graduate / Post-Graduate in any discipline.
• 2-3 years experience handling front end customer services
• Knowledge of service quality is required
Knowledge and skills required:
• Must be highly customer centric
• Excellent communication skills
• Good co-ordination skills
• Data management on Excel should be good
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