Customer Care Executive

AXIS MAX LIFE INSURANCE
CUSTOMER CARE EXECUTIVE - EMAIL DESK
JOB DESCRIPTION
Department: Operations
Function: Customer Care
Location: Gurgaon - HO
Role Purpose
Deliver exceptional customer experience by resolving customer and advisor queries received through email and service channels while ensuring quality, compliance, timely resolution 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 a clear 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 verbal communication.
● 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
● 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 agility are encouraged to apply.
● Prior experience in email support, customer servicing or insurance operations will be an 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

Work arrangement
No