Executive Call Center (Inbound)

Technical Competencies

Conversant with CRM software i.e. Webclient etc
Take follow up action in respect of customer queries, requests and complaints and ensure effective closure
Address all customer and agent requests and queries within established timeframes and service levels
Be proactive towards service level timelines and quality metrics as defined in the delivery model.
Personal Attributes / Skills

Fluency in English
Excellent Communication, Customer Service & listening capabilities
Proficient in MS office

Specific Responsibilities

Deliver efficient, effective, professional and courteous service to intermediaries and customers
Provide responses to customers on queries regarding the product, process, surrender and other details regarding policy, status and premium payment
Quality query resolution – provide timely, accurate and complete answers to customers
Co-ordinate with support teams like FSG, PSG, BSG etc to gather the information and documents required to provide responses to customer queries, as required

Key Performance Indicators

Quality Scores (Non fatal scores and Fatal Scores) => 93% & 95%
NFCR Cases ( T+2 ) & FTR =>98% & 95%
Soft Skills =>92%
FCR=> 94%