Associate Manager -Service Recovery

HDFC Life

Posted: 1 day ago
Openings: 10
Applicants: 0

Job Description

Department:Service Recovery

Location - Mumbai Lower Parel

About the Department

Service recovery is a customer grievance handling unit. The potential candidate will be responsible to handle IRDA complaints, PMO office, IGMS, Branches, call centre/e-mail/chat, customer walk ins and Sr. Management escalations.

What does the job entail?

Responsible for resolving customer queries and service requests received through email
Ensure service interactions are dealt with promptly including service recovery
Coordinate with internal teams to ensure the requests are closed in a timely manner
Deliver best in class customer experience in the service interactions leading to improved VOC
Identify gaps in existing processes and work with various project teams to drive improvements
Ensure SLA's, TAT's, Productivity and Quality metrics are met as per defined targets
Monitor quality of responses whether First time Right in providing resolution have been followed
Improve connect with customers through engagement activity and understand why customers have emailed and provide resolution

Essential conditions:

Education: Graduation
Work exp:2+ years
Work related skills: Good in Excel, process of cross-functional departments and effective communication skills.

More Info

Job Type: Full Time

Designation: o

Industry Type: Shipping / Marine Services

Functional Area: Not Disclosed

Required Language: English

Required Gender: Not Disclosed

Education

Education Qualification: Any Graduate

Specialization: Not Disclosed

Required Skills

Grievance Handling Escalations Escalation Management Root cause analysis Email support Handling Customer Queries Customer Escalation Grievance Redressal