Senior Executive - Complaints & Escalations

Group Company: Max Bupa Health Insurance Co. Ltd.

Designation: Executive - Complaints and Escalations (Non Sales_147), Senior Executive - Complaints and Escalations (Non Sales_146)

Office Location: National Operating Centre New Delhi (HO)

Years of experience: 2 to 4

Salary Range: INR to

Position description: The job holder would be responsible handling complaint cases. Would also be handling emails and customer letters. The job holder would specifically need to follow the Max Bupa service protocols while handling critical cases

Primary Responsibilities:

• Ensure closure of all complaints within internal TAT.
• Ensure 100% RCA for all complaints.
• Average number of days in resolving the complaints should not be more than 7 days
• Process improvement and sharing best practices
• Retention of customers

Additional Responsibilities:

Reporting Team

• Reporting Designation: General Manager - Complaints and Escalations (Non Sales_144)
• Reporting Department: Complaints & Escalations (CSO 7a)
  

Educational qualifications preferred

• Category: Bachelor's Degree
  
• Field specialization:
• Degree:
• Academic score:
• Institution tier:

Required Certification/s:

2 - 4 years of experience in back office operations in a service industry

Required Training/s:

Required work experience

• Industry:
• Role:
• Years of experience: to

Key Performance Indicators:

1. Complaint Resolution
2. RCA Of complaints
3. Complaints resolution time
4. Audits

Required Competencies:

Required Knowledge:

Required Skills:

1. Knowledge of MS Office
2. Good interpersonal and analytical skills required
3. Customer service oriented
4. Drive for high achievement
5. Eagerness for learning new processes and systems
6. Pro-active approach in issue resolution
7. Focused outlook for achieving results

Required abilities

• Physical:
• Other:

Work Environment Details:

Specific requirements

• Travel:
• Vehicle:
• Work Permit:

Other details

• Pay Rate:
• Contract Types:
• Time Constraints:
• Compliance Related:
• Union Affiliation: