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Key Responsibilities

• Respond to customer inquiries via phone, email, chat or other channels in a professional, empathetic, and timely manner.
• Provide accurate information about ICICI Lombard’s insurance products (motor, health, travel, home etc.), policy coverage, renewals, claims process, documentation and other processes.
• Assist customers with policy servicing — updating details, renewing policies, clarifying policy terms and conditions.
• Help customers through the claims process — explaining requirements, following up, clarifying delays or steps.
• Escalate unresolved or complex customer complaints or issues to senior team members or relevant departments.
• Maintain detailed, accurate records of customer interactions, transactions, feedback, complaints in CRM systems.
• Meet or exceed key performance indicators (KPIs) such as response time, resolution rate, customer satisfaction, quality of communication.
• Participate in training sessions to stay updated on product changes, internal policies, processes.
• Collaborate with teams like Claims, Underwriting, Sales or Operations to ensure customer issues are resolved and processes are improved.