JD: Job Role: Customer Care ExecutiveLcation: Gurgaon,HaryanaMode of work: Wokr from officeShift: Day Shift Role PurposeDeliver exceptional customer experience by resolving customer and advisor queriesreceived through email and service channels while ensuring quality, compliance, timelyresolution and customer satisfaction. Sources of Queries Customer Emails Tickets logged by Axis Max Life Branches Customer Helpline escalations Agent/Advisor queries and escalations Customer grievances, management escalations and IRDAI complaints Key Responsibilities Manage customer queries, complaints and service requests received through Email,CRM and servicing channels. Engage with customers through outbound calls, as per internal guidelines, to gain aclear understanding of their concerns, obtain additional information where required,and ensure effective resolution while delivering a superior customer experience. Provide accurate and customer-centric responses through written and verbalcommunication. Take end-to-end ownership of customer cases until closure. Coordinate with internal stakeholders for timely resolution. Handle service grievances, escalations and IRDAI complaints within defined timelines. Conduct root cause analysis and recommend process improvements. Prepare MIS reports and dashboards. Ensure adherence to company policies, quality standards and regulatory requirements. Measure of Success CONFIDENTIAL NPS Score Resolution TAT Adherence (1-Day, 2-Day and 3-Day) Quality Score Reduction in Service Grievances Effective handling of IRDAI Complaints and Escalations Process & Compliance Adherence Qualifications & Experience Graduate in any discipline. 0-3 years of experience in Customer Service, Customer Care, Insurance Operations,BFSI, Contact Center or related functions. Freshers with strong communication skills, customer orientation and learning agilityare encouraged to apply. Prior experience in email support, customer servicing or insurance operations will bean added advantage. Key Skills Customer Centricity Strong Written and Verbal Communication Email Writing Skills Complaint Resolution Stakeholder Management Analytical and Problem Solving Skills MS Office Proficiency Active Listening and Telephone Etiquette
experience
3...JD: Job Role: Customer Care ExecutiveLcation: Gurgaon,HaryanaMode of work: Wokr from officeShift: Day Shift Role PurposeDeliver exceptional customer experience by resolving customer and advisor queriesreceived through email and service channels while ensuring quality, compliance, timelyresolution and customer satisfaction. Sources of Queries Customer Emails Tickets logged by Axis Max Life Branches Customer Helpline escalations Agent/Advisor queries and escalations Customer grievances, management escalations and IRDAI complaints Key Responsibilities Manage customer queries, complaints and service requests received through Email,CRM and servicing channels. Engage with customers through outbound calls, as per internal guidelines, to gain aclear understanding of their concerns, obtain additional information where required,and ensure effective resolution while delivering a superior customer experience. Provide accurate and customer-centric responses through written and verbalcommunication. Take end-to-end ownership of customer cases until closure. Coordinate with internal stakeholders for timely resolution. Handle service grievances, escalations and IRDAI complaints within defined timelines. Conduct root cause analysis and recommend process improvements. Prepare MIS reports and dashboards. Ensure adherence to company policies, quality standards and regulatory requirements. Measure of Success CONFIDENTIAL NPS Score Resolution TAT Adherence (1-Day, 2-Day and 3-Day) Quality Score Reduction in Service Grievances Effective handling of IRDAI Complaints and Escalations Process & Compliance Adherence Qualifications & Experience Graduate in any discipline. 0-3 years of experience in Customer Service, Customer Care, Insurance Operations,BFSI, Contact Center or related functions. Freshers with strong communication skills, customer orientation and learning agilityare encouraged to apply. Prior experience in email support, customer servicing or insurance operations will bean added advantage. Key Skills Customer Centricity Strong Written and Verbal Communication Email Writing Skills Complaint Resolution Stakeholder Management Analytical and Problem Solving Skills MS Office Proficiency Active Listening and Telephone Etiquette
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