Grievance Redressal Manager

**THIS IS AN ON-ROLL OPPORTUNITY WITH ICICI LOMBARD**

• Designation: - Customer Relationship Manager
• Role: - Handling inbound calls
• Shift Timing: - Female: 7:00 AM TO 8:30 PM (9.30 hrs Rotational day shift)
• Male: 7:00 AM TO 12:30 AM (9.30 hrs Rotational Shift)
• Week-Off: - 5 Days working 2 days rotational off

• : -

1. Identifying, Handling and resolving customer queries and concerns while maintaining expected quality as per ICICI Lombard on call.

2. Documenting / Recording transactions and the necessary follow-up requests with other functions by completing forms and record logs.

3. Understanding multiple products and processes.

4. Influencing customers to buy or retain product or service by following a prepared script to give product reference information

• Role & Responsibilities: -

1. Comprehend and resolve the Customers concerns/ requirements by gathering/recording an appropriate level of information to determine the nature of the query/request and action required. Processing each call accordance with IL standards.

2. Provide/take relevant information and update the system/s accordingly. Where the query cannot be successfully concluded at the first point of contact, provide the relevant functional area with a clear and concise written/verbal summary of the situation and its priority. Provide the Customer with a clear explanation of the action taken.

3. Ensure complete participation and contribution in organization/process level initiatives that may be implemented from time to time to improve efficiency.

4. Ability to understand and handle irate customers5. Smoothly operating telephone equipment, automatic dialing systems, and other telecommunications technologies and all applications.

6. Ability to achieve stretched targets and able to manage the organization standards.

7. Maintain Superior quality service by following organization standards

• Skills Require: -

1. Graduate Mandatory

2. Good Communication in English
Interested candidates can share their resume on

sakshi.koli@ext.icicilombard.com or

WhatsApp on 8097462309

Regards,

Human Resource