VFRESHERS

About Company :
Tata AIG Life Insurance Company Ltd. “Tata AIG Life” offers a broad array of life insurance products to individuals, associations and businesses of all sizes, with a wide variety of additional coverage to ensure our customers can find an insurance product to meet their needs.

Tata AIG Life is a joint venture of the Tata Group and American International Group, Inc. (AIG).

Job Title : Customer Services Executive

Experience : 1 – 3 Years

Job Location : Mumbai

Job Description :

• Receives calls from customers and agents on queries regarding products, status of policies, processes, complaints etc

• Ensures all customer queries are attended to within 2 working days

• Coordinates with other departments based on the case and ensures response is provided

• Update the status of the case in the system

• Ensure that :

• An average of 90 calls per day are responded to

• 25 leads per day are generated

• At least 98% of calls received are recorded in the system

• Shift timings are adhered to

• All breaks are adhered to within time

• Achieve average benchmarks towards quality evaluation conducted by Supervisors/ Call Centre Surveys.

• Ensure escalation of all unresolved complaints till resolution.

• Cross sell and upsell on calls during low peak hours or in case of any product related query

• Ensure 25 number of lead generation per month.

• Convince customers wishing to discontinue policy to retain policy and capture any issue/ complaint in the system.

• Respond to any SMS received within 30 minutes of receiving the SMS

• Ensure adherence to the SMS script.

• Work in project teams to contribute towards at least 1 process or systems enhancement per month.

• Would be responsible for mentoring of new recruits & groom them to effectively maintain set service standards..

Desired :

• Good product & process knowledge of all life insurance plans.

• Communication Skills

• Willingness to adjust to shift timings

Website : http://www.tata-aig-life.com

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