Customer Service Associate III ( Voice)

Overview

Customer Service Associate III handling moderate to complex inbound and outbound service inquiries across policy and billing matters, including voice processing.

What you'll do

• Handle moderate to complex inquiries about policies and billing from internal or external customers in an efficient, professional and accurate manner.
• Resolve service concerns and document customer requests, completing changes to policies.
• Provide service through inbound and outbound calls, incoming correspondence, other communication sources and call transfers for service transactions.
• Input and track requests in the appropriate databases.
• Remain current on new marketing campaigns and respond appropriately to marketing-related inquiries using all available resource tools.
• Handle requests regarding customer documentation, including all documents sent out by the company, clearly explaining them along with any follow-ups required on the customer's part and updates as warranted.
• Process changes to customer policies accurately based on the information provided and identify opportunities for cross sales (if applicable).
• Use probing questions and actively listen to customer issues or questions, showing interest, compassion and empathy for the caller's situation.
• Facilitate first call resolution and customer satisfaction on all transactions handled.
• Resolve routine, complex, and unique questions and issues.

What you'll need

• Any graduate degree.
• Working knowledge of insurance policies and related processes and procedures.
• Primary skills: Commercial Property Casualty, Communication, Consumer Protection, Customer Data Management, Customer Service, Inbound Calls, Inbound Operations, Performance Management (PM), Property & Casualty Insurance, Relationship Building, Stakeholder Relationship Management, Voice Processing.

Nice to have

• 1-2 years of experience.

Details

• Location: Pune SEZ 1 (all floors except 9th and 10th).
• No supervisory duties.
• An equivalent combination of education and experience may be considered in lieu of the education requirement.