Job Description :
• Answer incoming calls and respond to customer queries
• Research and resolve customer issues using the tools and applications provided
• Identify and escalate issues to supervisors wherever necessary
• Document all calls as per the standard operating procedures
• Follow up on customer calls wherever necessary
• Identify and escalate to management any deviations observed in the call trends
• Maintain expected Quality Targets
• Must ensure the Average Handling Time, Average Speed of Answer and Answer Rate targets are met
• Meet internal Production, Utilization and Productivity target
Qualifications :
• Graduate from a recognized university
• Proficient in computer applications
• Knowledge of customer service practices
• Excellent listening, verbal and written communication skills
• Good logical, analytical and problem solving abilities
• Attention to detail and accuracy
• Good interpersonal skills and strong client focus
• Ability to communicate clearly, concisely and effectively
• Life insurance/claims processing knowledge preferred
