Customer Care Executive

JD: Job Role: Customer Care ExecutiveLcation: Gurgaon,HaryanaMode of work: Wokr from officeShift: Day Shift Role PurposeDeliver exceptional customer experience by resolving customer and advisor queriesreceived through email and service channels while ensuring quality, compliance, timelyresolution and customer satisfaction. Sources of Queries Customer Emails Tickets logged by Axis Max Life Branches Customer Helpline escalations Agent/Advisor queries and escalations Customer grievances, management escalations and IRDAI complaints Key Responsibilities Manage customer queries, complaints and service requests received through Email,CRM and servicing channels. Engage with customers through outbound calls, as per internal guidelines, to gain aclear understanding of their concerns, obtain additional information where required,and ensure effective resolution while delivering a superior customer experience. Provide accurate and customer-centric responses through written and verbalcommunication. Take end-to-end ownership of customer cases until closure. Coordinate with internal stakeholders for timely resolution. Handle service grievances, escalations and IRDAI complaints within defined timelines. Conduct root cause analysis and recommend process improvements. Prepare MIS reports and dashboards. Ensure adherence to company policies, quality standards and regulatory requirements. Measure of Success CONFIDENTIAL NPS Score Resolution TAT Adherence (1-Day, 2-Day and 3-Day) Quality Score Reduction in Service Grievances Effective handling of IRDAI Complaints and Escalations Process & Compliance Adherence Qualifications & Experience Graduate in any discipline. 0-3 years of experience in Customer Service, Customer Care, Insurance Operations,BFSI, Contact Center or related functions. Freshers with strong communication skills, customer orientation and learning agilityare encouraged to apply. Prior experience in email support, customer servicing or insurance operations will bean added advantage. Key Skills Customer Centricity Strong Written and Verbal Communication Email Writing Skills Complaint Resolution Stakeholder Management Analytical and Problem Solving Skills MS Office Proficiency Active Listening and Telephone Etiquette experience 3 working at a client of randstad india

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