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 a
clear 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 verbal
communication.
 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.

experience

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