Senior Associate

Position: Process Associate – Customer Service

Location: Pune

Roles & Responsibilities

Operational Management:

Supervise daily operations of the customer service team, ensuring adherence to policies, procedures, and performance standards.
Respond to customer inquiries in a timely, professional, and courteous manner via phone, email, chat, or social media.
Resolve product or service problems by clarifying the customer’s issue, determining the cause, and providing the best solution.
Accurately document all customer interactions using CRM or ticketing systems.
Escalate unresolved issues to the appropriate departments or supervisors.
Follow up with customers to ensure full resolution of issues and satisfaction.
Maintain up-to-date knowledge of company products, services, policies, and procedures.
Meet individual and team performance targets including quality, speed, and customer satisfaction.
Work collaboratively with other team members to achieve team goals and support a positive work environment.
Adhere to all company policies and compliance standards.

Process Improvement

Analyze and optimize operational processes to identify areas for improvement and implement best practices.
Coordinate with other departments, to ensure a seamless process flow.
Implement and oversee automation tools and technology solutions to streamline operations.

Compliance And Risk Management

Ensure all operations comply with industry regulations, corporate policies, and legal standards.
Monitor and address any potential risks or operational issues, escalating as necessary to senior management.
Maintain and update insurance-related documentation, including policy and claims records.

Skills Required

2+ years of experience in a customer service or contact center environment
Strong knowledge of contact center technologies (e.g., CRM, IVR, ACD, WFM).
Strong analytical and problem-solving abilities.
Excellent communication skills, both written and verbal.
Proficiency in insurance management :software and MS Office Suite.

Qualifications

Bachelor’s degree in any field.