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Assistant Manager - Customer Engagement
ConfidentialPanipat26 days ago
Job descriptionManaging 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 Claims processing Handling compliance issues. Audit Rating
Measure of Success
- Service to Delight-NPS-90 & 3 days TAT
- Customer Engagement - 70%
- Surrender Retention - 70%
- NPS-90
- 100% Banking with 24 hours.
- Vendor payment TAT should be
- Surrender Requests
- 100 % Accuracy of POS requests
- 100 % Accuracy of Customer service
- Zero Day upload of POS & Claims Docs in FTP server.
- Audit rating 2
- Service to Recruitment-100%
- Service to Sales(Agency & Cat)-100%
- Persistency-90%
- Freelook to retain-45%
- Graduate / Post-Graduate in any discipline.
- 2-3 years experience handling front end customer services
- Knowledge of service quality is required
- Must be highly customer centric
- Excellent communication skills
- Good co-ordination skills
- Data management on Excel should be good
Desired qualifications and experience
Knowledge and skills required
Skills Required
Communication Skills, Office Administration, Customer Service, Claims Processing
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Engagement Manager • Panipat