Customer Support Representative (Nahur)

Job Description: Monitoring and Evaluating Customer Interactions: Analyzing calls, chats, emails, and other interactions to assess representatives performance and identify areas for improvement. Identifying and Addressing Quality Issues: Detecting patterns in representatives mistakes, inconsistencies in processes, and areas where customer satisfaction is compromised. Providing Feedback and Coaching: Offering constructive feedback to representatives on their performance, helping them to improve their skills and adhere to processes. Developing and Implementing Quality Improvement Initiatives: Suggesting and implementing changes to processes, guidelines, or training to enhance overall service quality. Analyzing Data and Reporting: Gathering and analyzing data on agent performance, customer feedback, and process effectiveness to identify trends and areas for improvement. Collaborating with Teams: Working with various teams i.e. Claims, Operations, UW, Finance, Sales, IT, etc, including managers, and HODs, to ensure quality standards are met. Design and update process SOP and Knowledge base basis the audit observations Coordinate with Request Management Teams to provide feedback and improve processes to enhance customer experience and reduce customer effort Your Next Big Chance Starts Here Join a company that is growing, transfo Apply on Kit Job: kitjob.in/job/4md6t1