Customer Retention and Experience

  • Mumbai
  • Confidential
  • 9-13 years
  • Views
  • 19 Nov 2018

  • Customer Service

  • Insurance
Job Description

The job holder will be responsible for managing Customer Retention (renewals, Persistency and Surrender  Retention) and Customer Experience metrics 
Preferably from the Insurance background and with prior experience Vendor management & Campaign  managing campaigns, and interacting with stakeholders. This is a target-oriented profile and therefore the  person should be used to working under high-pressure situations. 
Proficiency in MS-Office suite of applications (e.g. V lookup, Validation, Pivot Table, Conditional formatting  etc.), data management/reporting/Dashboard/MIS. 
Good verbal communication and email drafting skills

Regular interaction with Field, Sales & Regional Operations team to ensure  adherence to TAT and effective closure.  ? Should possess good verbal & written communication skills as this profile  involves calling customers/emailing & dealing with various stakeholders.  ? Handle complaints/queries received at the renewal department and provide a  quick solution by doing thorough RCA and co-ordination.  ? Proficient knowledge of Ms Excel (e.g. V lookup, Validation, Pivot Table,  Conditional formatting etc.), data management/reporting/Dashboard/MIS.  ? Willing to handle multiple tasks and open to handle different business related  requirements.  ? Responsible for the creation of detailed frameworks and communication  designs through the use of effective channel & rigour.   ? Responsible for all regulatory MIS, insights and capture of customer VOC