REF35643S - Lead Associate - Operations ( Chat process) Insurance - Pune - WNS Global Services

Description

Roles & Responsibilities:

• Role involves handling chats from agencies / customers on enquiries about their insurance policy, amendments, claims, etc.
• Multitasking skill – Handle multiple chats at a time.
• Understand customer queries, feedback and respond in a positive manner.
• Care about customer's privacy
• Should deliver the required goals on Productivity, Accuracy or any other metrics specified by Business / Process
• Should be ok with working in 24* 7 environment, spilt offs and rotational shifts.
• Should be flexible to work in Hybrid model or office as specified by business / process

Skills Required:

• Experience of minimum 1 year in General Insurance or Chat Process is a must.
• Strong customer service skills with ability to manage queries while being courteous and professional in manner.
• Solutions mind-set, helping nature, passion for the customer and the customer experience.
• Ability to adapt self with the team in-case of adversity, business challenges/requirement.
• Has the ability to demonstrate working in a positive and fulfilling work environment with minimal supervision.
• Excellent Communication skills – verbal and written. Fluent proficiency & comprehension in English is required on written skills.
• Strong ability to multi-task while effectively communicating with the customers.
• Efficient in internet, computer usage, typing and web-based application skills.
• Attention to details

Experience of minimum 2 year of Chat experience is a required, with some experience in General Insurance / Banking experience is preferred.

Graduate