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Senior Executive - Customer Services M2
Job Title:
Senior Executive - Customer Services M2
Job Description:
• To understand Customer emails and respond to the queries and requests with appropriate resolution basis the product & process knowledge
To call the customer whereever query is not understood. To make a call out to the customer on every repeat e-mail received
• Ensures Customer emails are responded accurately and within set timelines
• Ensures complete and accurate communication with correct verbiage
• Ensures appropriate records are maintained in excel and reports maintained
• Understands and prioritises cases and handles sensitive cases by working closely with the customer
• In case of escalation and complaints ensures the customer is pacified and case is resolved on urgent basis
• For timely closure of requests coordinates with the internal functions
• Providing timely feedbacks to the erring units
• Initiating activities /improvements for reducing complaints and improving TAT
• Ensures no case gets escalated due to incorrect, inappropriate and delayed actioning
• Handles complaint and escalated cases and submits reports on the same
• Always adheres to the organization’s norms and is an excellent team player
Respond to Customer Queries, Requests and Complaints through written and oral communication (50% Emails 50% Calls)
Experience Range:
2 - 5 years
Educational Qualifications:
Any graduation
Skills Required:
Excellent Communication skills , Coordination skills , Insurance knowledge & MS Excel
Job Code: KL-KA5BSVJ8
About Us
Our vision is to actively protect and enhance people lives.
Actively - We play a proactive and leading role in improving people lives through insurance.
Protect - We are dedicated to managing and mitigating risks of individuals and institutions.
Enhance - Generali is also committed to creating value.
People - We deeply care about our customer and our employee lives and their future.
Lives - Ultimately, we have an impact on the quality of people lives - wealth, safety, advice and service are instrumental in improving a person chosen way of life in the long term.
Our mission is to be the first choice by delivering relevant and accessible insurance solutions.
First choice - Logical and natural action that acknowledges the best offer in the market based on clear advantages and benefits.
Delivering - We ensure achievement striving towards better performance.
Relevant - Anticipating or fulfilling a real life need or opportunity, tailored to local and personal needs and habits, perceived as valuable.
Accessible - Simple and easy to find, understand and use; always available, at a competitive value for money.
Insurance solutions - We aim to offer and tailor a combination of protection, advice and service.
Our Values
Deliver on the promise - We tie a long-term contract of mutual trust with our people, customers and stakeholders; all of our work is about improving the lives of our customers. We commit with discipline and integrity to bringing this promise to life and making an impact within a long lasting relationship.
Value our people - We value our people, encourage diversity and invest in continuous learning and growth by creating a transparent, cohesive and accessible working environment. Developing our people will ensure our Company's long term future.
Live the community - We are proud to belong to a global Group with strong, sustainable and long lasting relationships in every market in which we operate. Our markets are our homes.
Be open - We are curious, approachable and empowered people with open and diverse mindsets who want to look at things from a different perspective.
Actively - We play a proactive and leading role in improving people lives through insurance.
Protect - We are dedicated to managing and mitigating risks of individuals and institutions.
Enhance - Generali is also committed to creating value.
People - We deeply care about our customer and our employee lives and their future.
Lives - Ultimately, we have an impact on the quality of people lives - wealth, safety, advice and service are instrumental in improving a person chosen way of life in the long term.
Our mission is to be the first choice by delivering relevant and accessible insurance solutions.
First choice - Logical and natural action that acknowledges the best offer in the market based on clear advantages and benefits.
Delivering - We ensure achievement striving towards better performance.
Relevant - Anticipating or fulfilling a real life need or opportunity, tailored to local and personal needs and habits, perceived as valuable.
Accessible - Simple and easy to find, understand and use; always available, at a competitive value for money.
Insurance solutions - We aim to offer and tailor a combination of protection, advice and service.
Our Values
Deliver on the promise - We tie a long-term contract of mutual trust with our people, customers and stakeholders; all of our work is about improving the lives of our customers. We commit with discipline and integrity to bringing this promise to life and making an impact within a long lasting relationship.
Value our people - We value our people, encourage diversity and invest in continuous learning and growth by creating a transparent, cohesive and accessible working environment. Developing our people will ensure our Company's long term future.
Live the community - We are proud to belong to a global Group with strong, sustainable and long lasting relationships in every market in which we operate. Our markets are our homes.
Be open - We are curious, approachable and empowered people with open and diverse mindsets who want to look at things from a different perspective.
Why Us?
Our People
We encourage our employees to learn and grow with us. Passion to excel has always been the driving force at Future Generali. Our people are our assets – an embodiment of maturity, vigour and energy.
In addition to the fact that our employees work for their passion, we recognise and promote in-house talents like theatre art, professional photography, cartoon art, philanthropy, polyglotism, athletics etc.
Talent Management
1. Enhancing skills - We invest in people and enhance their skills, enabling them to achieve organisational objectives.
Career growth - We help our resources in charting a road map for career growth within the company. We guide them along the journey through talent development projects, internal and external training programs, job rotation platforms, cross functional projects, and coaching processes.
2. International assignments - We provide opportunities for international assignments within the Generali Group. This enables them to strengthen their skills and provides a global business perspective.
Learning and Development
1. Across levels - We have structured learning and development programs that strengthen functional and general management competencies of managers across levels.
2. Education programs - Employees are encouraged to enhance knowledge and sharpen skills in their respective domains through various Education Programs that are supported by the organisation.
Employee Engagement
1. Continuous process - Employee engagement is not an activity. It is a continuous effort of aligning employee objectives with the organisational purpose.
Initiatives - We continually seek and implement innovative and relevant initiatives towards creating a better workplace.
2. Transparent culture - We aim to foster an environment of transparency and follow an ‘Open Door Philosophy’ that is strengthened by our unique ‘Employee Communication Program’.
3. Accolades - We have structured ‘Reward & Recognition Programs’ at multiple levels to institutionalise qualities of innovation and entrepreneurship.
4. Emotional support - We value our people by facilitating employees with extended medical facilities and other assistance, whenever required.
Common platform - We have forums across locations for employees to celebrate success together.
Leadership Development
At Future Generali we believe that leadership development at a global level is the mantra for future success. We follow a Global Leadership Model that focuses on these
Five Behavioural Competencies:
1. Passion for excellence - We are passionate about our business and lead with entrepreneurial courage and dedication. We make decisions, take risks, act with integrity, and never fail to comply with our ethical standards.
2. Nurturing our people - We inculcate the habit of excelling among our employees by building fully engaged teams working across functions. We sow the seeds of sustained growth by creating and developing global mindsets. Empowering diverse and an inclusive workforce through a cognitive environment remains our key focus area.
3. Drive for success - We embrace change and build on the strengths of being a global community. We inspire employee involvement and contribution towards targeted results. Raising the bar, striving for higher performance and execution with responsibility has been the credo at Future Generali.
4. Value the customer - We embed customer perspectives in our day-to-day operations. We believe in exceeding expectations and becoming our customers’ creative and trusted partner. Creating customer value is akin to creating wealth.
5. Shape the industry - Our technical expertise and market insights allow us to anticipate business and social trends. We proactively lead the market and influence it with our business acumen, adding value to the society.
We encourage our employees to learn and grow with us. Passion to excel has always been the driving force at Future Generali. Our people are our assets – an embodiment of maturity, vigour and energy.
In addition to the fact that our employees work for their passion, we recognise and promote in-house talents like theatre art, professional photography, cartoon art, philanthropy, polyglotism, athletics etc.
Talent Management
1. Enhancing skills - We invest in people and enhance their skills, enabling them to achieve organisational objectives.
Career growth - We help our resources in charting a road map for career growth within the company. We guide them along the journey through talent development projects, internal and external training programs, job rotation platforms, cross functional projects, and coaching processes.
2. International assignments - We provide opportunities for international assignments within the Generali Group. This enables them to strengthen their skills and provides a global business perspective.
Learning and Development
1. Across levels - We have structured learning and development programs that strengthen functional and general management competencies of managers across levels.
2. Education programs - Employees are encouraged to enhance knowledge and sharpen skills in their respective domains through various Education Programs that are supported by the organisation.
Employee Engagement
1. Continuous process - Employee engagement is not an activity. It is a continuous effort of aligning employee objectives with the organisational purpose.
Initiatives - We continually seek and implement innovative and relevant initiatives towards creating a better workplace.
2. Transparent culture - We aim to foster an environment of transparency and follow an ‘Open Door Philosophy’ that is strengthened by our unique ‘Employee Communication Program’.
3. Accolades - We have structured ‘Reward & Recognition Programs’ at multiple levels to institutionalise qualities of innovation and entrepreneurship.
4. Emotional support - We value our people by facilitating employees with extended medical facilities and other assistance, whenever required.
Common platform - We have forums across locations for employees to celebrate success together.
Leadership Development
At Future Generali we believe that leadership development at a global level is the mantra for future success. We follow a Global Leadership Model that focuses on these
Five Behavioural Competencies:
1. Passion for excellence - We are passionate about our business and lead with entrepreneurial courage and dedication. We make decisions, take risks, act with integrity, and never fail to comply with our ethical standards.
2. Nurturing our people - We inculcate the habit of excelling among our employees by building fully engaged teams working across functions. We sow the seeds of sustained growth by creating and developing global mindsets. Empowering diverse and an inclusive workforce through a cognitive environment remains our key focus area.
3. Drive for success - We embrace change and build on the strengths of being a global community. We inspire employee involvement and contribution towards targeted results. Raising the bar, striving for higher performance and execution with responsibility has been the credo at Future Generali.
4. Value the customer - We embed customer perspectives in our day-to-day operations. We believe in exceeding expectations and becoming our customers’ creative and trusted partner. Creating customer value is akin to creating wealth.
5. Shape the industry - Our technical expertise and market insights allow us to anticipate business and social trends. We proactively lead the market and influence it with our business acumen, adding value to the society.
