Job Title: Customer Support Executive

Department: Customer Service

Location: Navi Mumbai

Employment Type: Full-time

About ICICI Lombard:

ICICI Lombard is one of India's leading general insurance companies, offering a wide range of products such as health insurance, motor insurance, travel insurance, and more. We are committed to providing exceptional service and building strong relationships with our customers. Join our dynamic team and be a part of a company that values growth, customer satisfaction, and excellence.

Job Summary:

As a Customer Support Executive at ICICI Lombard, you will be the primary point of contact for customers, providing prompt, accurate, and professional assistance related to insurance products, claims, and services. Your role will involve handling inquiries, resolving issues, and ensuring customer satisfaction by delivering exceptional service.

• Key Responsibilities:
• Customer Assistance: Handle customer inquiries via phone, email, and chat regarding policy information, claims, renewals, and product features.
• Issue Resolution: Provide accurate information and resolve customer concerns promptly and professionally.
• Policy Management: Assist customers with policy renewals, endorsements, cancellations, and modifications.
• Claims Support: Guide customers through the claims process and ensure timely and accurate resolution of claims-related queries.
• Escalation Management: Identify and escalate complex issues to the appropriate department for swift resolution.
• Customer Feedback: Collect and record feedback from customers to improve processes and enhance customer satisfaction.
• Documentation: Maintain accurate records of customer interactions, transactions, and follow-up actions.
• Compliance: Ensure compliance with company policies, procedures, and regulatory standards while handling sensitive customer information.
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• Key Skills and Competencies:
• Communication Skills: Excellent verbal and written communication in English (and local languages, if required).
• Problem-solving Abilities: Strong analytical and problem-solving skills to provide effective solutions to customer concerns.
• Customer Focus: Passionate about delivering top-notch customer service and ensuring customer satisfaction.
• Attention to Detail: Accurate documentation and thorough follow-up on customer interactions.
• Multitasking: Ability to manage multiple tasks efficiently in a fast-paced environment.
• Time Management: Strong organizational skills with the ability to prioritize tasks and meet deadlines.
• Qualifications:Bachelor’s degree in any discipline (Preferred: Business, Commerce, or related fields).
• 1-3 years of experience in customer service, preferably in the insurance or financial services industry.
• Knowledge of insurance products and services (advantageous but not mandatory).
• Proficiency in MS Office and CRM systems.
• Willingness to work in shifts, including weekends and holidays as required.
• What We Offer:
• Competitive salary and performance-based incentives.
• Professional growth opportunities with ongoing training and development programs.
• Health and wellness benefits, including insurance coverage.
• A vibrant and inclusive work culture.

If you're passionate about delivering excellent customer service and want to be part of a prestigious organization, we invite you to apply for the Customer Support Executive position at ICICI Lombard.

ICICI Lombard is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees.