PCVC - Assistant Manager - L1 - Mumbai (Intellion Square - HO)

JOB DESCRIPTION POSITION 1 DESIGNATION Assistant Manager/Deputy Manager POSITION GRADE L1/L2 JC CODE DEPARTMENT Centralized medical calling team | Customer Service REPORTING POSITION Manager – Centralized medical calling team WORK LOCATION Goregaon (East), Mumbai. Corporate office KEY RESPONSIBILITIES Weightage · Handle Outbound calls customers to complete the physical medicals prior to policy issuance · Should maintain a Professional behaviour with the customer throughout the calling process. · Give complete and correct information on all the product purchased by the customer · Responsible for quality communication and customer servicing within laid down productivity and service benchmarks. · Meet targets on productivity and Quality as well as Net Promoter score (NPS)as defined from time to time. · Ensure customer “delight” and consistent service experience, including timely resolution of customer queries/issues. · Adherence to Information Security norms & quality process norms. · To be aware of and comply with any updates about the process · Act on the feedback given by Team Leader/Team Coach or Quality or on the coaching provided to the team as guidelines for improving performance · TOTAL 100% REQUIRED QUALIFICATION AND SKILLS Qualification: Graduate – preferably Work experience in years: 1- 3 years Skills / experience required · Candidates with preferably Insurance background/Voice - Customer service industry · Candidates with fluency in local languages will be an added advantage (Telugu, Kannada, Assamese, Bengali, Tamil and Malayalam,) · Candidate should have a pleasing personality and should be presentable. Should be dedicated and display integrity. Willingness to learn with an attitude of continuous improvement. Willing to work in rotational shifts