Key Responsibilities :

Roles & Responsibilities - Customer Care Executive
Manage the email backend/customer service vertical along with a team of executives.
Handle and resolve customer queries and complaints received through email and calls.
Ensure timely and accurate resolution of customer issues within defined SLAs.
Resolve escalated complaints received from customers, agents, and advisors.
Understand customer problems and identify appropriate solutions and processes.
Follow all documented processes, procedures, and controls.Coordinate with internal departments such as Operations, Products, Actuarial, Finance, Administration, and IT to resolve customer issues.
Follow up with customers and agents to ensure complete resolution and satisfaction.
Prepare and maintain MIS reports and dashboards.
Analyze customer queries and complaints and assist with root-cause analysis.
Strictly follow the Escalation Matrix for unresolved or critical issues.
Monitor and maintain customer and agent satisfaction scores.
Ensure 100% SLA compliance for query/complaint resolution.

experience

3