Aviva India
Website:
avivaindia.com
Job details:
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%
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