Executive /Sr. Executive Customer Service jobs in Mumbai at Future Generali India Insurance Company Ltd.

Executive /Sr. Executive– Customer Service

Location: Thane

Education: Any graduate

Work Experience:

Preferably 1-2 years of customer service experience into GI industry especially in voice, chat & email process, preferable to be handling a similar role at least for the past 1 year.

Primary Responsibilities:

Handling request management queue which will involve calling & writing emails to customers.
High quality of resolution to achieve high Net Promoter Score (NPS).
Achieve performance benchmarks for KRAs on productivity, TAT, FTR, Average Age, SLA & NPS at the desired level.
Coordinating with various departments for resolution of customer issues.
Assist with developing the knowledgebase, scripts and processes (SOPs) for all transactions.
MIS (daily, monthly, quarterly) & action planning for any parameters below par.

Competencies:

Exceptional Written & Verbal Communication skills.
Capable to accurately document customer interaction in the system.
Proficient with Computer, Internet usage and able to learn Insurance &CRM systems.
Good typing speed.
MS Office proficiency will be an added advantage.
Positive, Service-Oriented attitude.
Ability to work under pressure and handle irate customers.
Quality Consciousness.
Willingness to learn & upgrade ones skills regularly.
Interpersonal skills for inter-departmental coordination.

Future Generali India Insurance Company Limited is a joint venture between Future Group – the game changers in Retail Trade in India and Generali – a 187 years old global insurance group featuring among the world’s 60 largest companies*.

The company was incorporated in September 2007 with the objective of providing retail, commercial, personal and rural insurance solutions to individuals and corporates to help them manage and mitigate risks.

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