Planning and supervising changes and managing the daily operations of customer service. Setting up and meeting performance goals and targets. Maintaining current knowledge of industry new developments, productions, and involvement in network communication.

Recording statistics, performance levels and feedback of clients and preparing the reports. Motivating, coaching, and retaining staff as well as coordinating reward, bonus, and incentive schemes. Reviewing the staff’s performance, determining training needs and scheduling training sessions. Responsible for the efficient functioning of CRM by ensuring that the Team attends to customer calls & Networking with the concerned departments to settle the query. Resolving escalations from other departments Responsible to monitor Key performance Indicators.

Responsible for corrective and Preventive action. Responsible to ensure Inspection and Correct response to the customer calls. To liaison with major Corporates / Insurer for ID card issues, Claim related issues, Cashless authorisations, Endorsements and Renewal of policies corporate Presentations. To ensure that TAT of ID cards and claims for designated Corporate are within the parameters defined. Retention of clients.