Executive Customer Care

The role requires to communicate with the customers via email and outcall to keep them posted on their grievance that has been raised/resolved

It would also involve reaching out to the heads of the departments to ensure the customer worry is resolved within the stipulated timeframe [I Care for you model - ICU]

Understanding and striving to meet or exceed metrics while providing excellent world class customer service

Good Communication & comprehensive Skills

Ability to write, speak and understand English, Hindi & Marathi

Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives

Ensure the grievances are resolved with 48 hours for nonclaims and within 5 days for all claims

Adherence to all the SLAs [Websales, Travel, Health Admin, Customer Care]

Targets are met for Quality, email closures, shrinkages, log in hours, shift adherence, leaves