PCVC - Deputy Manager - L2 - Mumbai (Intellion Square)

POSITION

1

DESIGNATION

Assistant Manager/Deputy Manager

POSITION GRADE

L1/L2

JC CODE

DEPARTMENT

Centralized medical calling team | Customer Service

REPORTINGPOSITION

Manager – Centralized medical calling team

WORK LOCATION

Goregaon (East), Mumbai. Corporate office

KEY RESPONSIBILITIES

Weightage

· Handle Outbound calls customers to complete the physical medicals prior to policy issuance

· Should maintain a Professional behaviour with the customer throughout the calling process.

· Give complete and correct information on all the product purchased by the customer

· Responsible for quality communication and customer servicing within laid down productivity and service benchmarks.

· Meet targets on productivity and Quality as well as Net Promoter score (NPS)as defined from time to time.

· Ensure customer “delight” and consistent service experience, including timely resolution of customer queries/issues.

· Adherence to Information Security norms & quality process norms.

· To be aware of and comply with any updates about the process

· Act on the feedback given by Team Leader/Team Coach or Quality or on the coaching provided to the team as guidelines for improving performance

·

TOTAL

100%

REQUIRED QUALIFICATION AND SKILLS

Qualification: Graduate – preferably B.Com

Work experience in years: 1- 3 years

Skills / experience required

· Candidates with preferably Insurance background/Voice - Customer service industry

· Candidates with fluency in local languages will be an added advantage (Telugu, Kannada, Assamese, Bengali, Tamil and Malayalam,)

· Candidate should have a pleasing personality and should be presentable.

• Should be dedicated and display integrity.

• Willingness to learn with an attitude of continuous improvement.

• Willing to work in rotational shifts