Job Overview

To deliver the desired customer experience through quality and speedy decisions in all customer interfaced transactions. This job will also ensure that the right and fair resolutions are made all the time. The job will manage the pro‑active and timely coordination of aftersales transactions with the Customer Connect Service Delivery cross‑functional team.

Responsibilities

• Effectively address customer queries received from all touchpoints (email, live chat, voice and social media)
• Timely handling of incoming and outbound queries in assigned platforms. Meet and exceed internal KPI metrics (AHT, service level and productivity)
• Ensure proactive handling of all policy‑owner requests by timely facilitating the request to the assigned cross‑functional team and proactively updating policyowners until completion of the case
• Resolve minor complaints with a 90% case closure rate within the expected turnaround time