Deputy Manager - Customer Service
About the role
Job Description
Career Opportunities
Position
Deputy Manager- Customer ServiceNo. of Positions1Department
OperationsFunctionCustomer ServiceLocation
Gurgaon – 90 CKey Responsibilities:
Investigate, complaints (Missell) from policyholders in a fair, timely, and confidential manner.
Act as a neutral mediator between complainants and the company’s departments to facilitate mutually agreeable solutions.
Ensure compliance with insurance regulations, company policies, and ethical standards during dispute resolution processes.
Collaborate with Customer Service teams to address systemic issues and improve customer satisfaction.
Maintain thorough documentation and reporting of complaints, resolutions, and trends to management and regulatory bodies as required.
Develop, implement, and regularly update complaint handling policies and procedures.
Educate and train employees on complaint management, conflict resolution, and ethical practices.
Monitor and analyze complaint data to identify recurring problems and recommend process improvements.
Uphold confidentiality and impartiality in all dealings to maintain trust and credibility.
Measure of Success:
Ø TAT adherence as per the SOP
Ø100% compliance to standards.
Desired qualifications and experience:
Ø Graduate with 4-7 years’ experience in Operations / Customer Care
Ø The applicant should have Good English Hindi speaking skills, a keen interest in the Internet and strong working knowledge of computers
Knowledge and skills required:
Ø Customer centricity
Ø Good communication skills
Ø Basic computer skills
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