Customer Support Operational Manager

Icici Lombard

Vashi, Navi Mumbai

₹20,000 - ₹41,000 monthly

Fixed

20000 - ₹41000

Earning Potential

41,000

Work from Office

Full Time

Min. 1 year

Good (Intermediate / Advanced) English

Job Details

Interview Details

Job highlights

35 applicants

Benefits include: Annual Bonus, PF, Flexible Working Hours, Health Insurance, ESI (ESIC), 5 working days

Job Description


Job Title Escalations Team Member (Operations Manager)

Job Responsibility - To handle and resolve customer grievances received from senior management, website grievance redressal channel and IRDA

Reporting Relationship toManager – Customer Support

Job Profile                   

  * Needs to manage customer complaints escalated to senior management, website grievance redressal channel and IRDA

§ Should be able to coordinate with different teams and resolve complaints within TATs prescribed

§ Should be comfortable and confident when interacting with senior officials of different teams whose intervention might be required in the course of resolution.

§ Must necessarily get into transactions and bring about the sense of urgency that is required for resolving escalated cases.

§ Should be able to identify and highlight process gaps found in the course of resolution (essentially meaning should be hands on in doing a detailed root cause analysis & manage the fix as well)

§ Maintain MIS and do analysis, prepare customized analytical reports

§ Should have good oral and written communication skills. Should have good presentation skills.

§ Must be proficient in English.

Location - Mumbai

 Education - Graduate / Post Graduate / MBA (Any discipline)

Preferred Experience profileMinimum 2 years experience in customer service profile. Out of this 1 year/6 months mandatory - insurance industry experience

Personality Traits

Excellent communication skills, ability to handle sensitive situations, strong interpersonal skills, eye for detail

GradeV-A / V-B

Job role

Work location

Vashi, Navi Mumbai, Maharashtra, India

Department

Customer Support

Role / Category

Customer Support - Operations

Employment type

Full Time

Shift

Day Shift

Job requirements

Experience

Min. 1 year

Education

Graduate

Skills

Administration, Customer support, Team handling, Team leading

English level

Good (Intermediate / Advanced) English

Age limit

18 - 32 years

Gender

Any gender

About company

Name

Icici Lombard

Address

Vashi, Navi Mumbai, Maharashtra, India

Job posted by Icici Lombard

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