Associate - Operations

Roles & Responsibilities

• Role involves handling inbound calls from customers/agents to resolve queries on their accounts.
• Role requires providing excellent customer service on queries related to processing insurance policy related transactions – new business, renewals, amendment, enquiries, etc. received from Customers/Agents.
• Should meet/exceed business KRAs - NPS, Quality, Productivity, AHT or any other metrics specified by Business / Process.
• Should be ok with working in 24* 7 environment, spilt offs and rotational shifts.
• Should be willing to work from office or Hybrid as specified by business / process

Skills required

• Solutions mind-set, helping nature, passion to drive excellent customer experience.
• Ability to adapt self with the team in-case of adversity, business challenges/requirement.
• Has the ability to demonstrate working in a positive and fulfilling work environment with minimal supervision.
• High proficiency in verbal and written English (a neutral accent is preferred as customers are based in the US).
• Strong ability to multi-tasking.
• Efficient in internet, computer usage, typing and web-based application skills.
• High attention to detail and accuracy.
• Essential: Numeracy, Products & Telephone etiquette
• Experience of minimum 1 year of contact center experience is required.
• Highschool diploma.
• English B2 (SVAR and WriteX score of 55 - 58)