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Associate - Customer Service-1

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Guardian Life

17d ago

  • Job
    Full-time
    Entry Level
  • Customer Relations
    Hospitality & Retail
  • Chennai
  • Quick Apply

AI generated summary

  • You must maintain call/chat focus, ensure customer satisfaction, articulate complex information clearly, meet performance metrics, possess good communication skills, and have basic computer skills.
  • You will handle calls, chats, and emails to ensure customer satisfaction, simplify complex information, meet quality targets, and focus on first-call resolutions while maintaining attendance.

Requirements

  • - 100% of production time to be spent logged in on calls or web chat
  • - Answer calls, chats & mails with an approach to deliver positive customer satisfaction
  • - Articulate complex client plans and provisions in a simplified and understandable manner helping participants make an informed decision
  • - Focus on First Call resolution & accurate research initiation
  • - Maintain internal & client defined quality on calls
  • - Understands and contributes positively in meeting client SLA’s & targets
  • - Adheres to Customer Service Attendance & Accountability policies
  • - Ensures Customer Service Representative, Team & Client level targets (Customer Satisfaction, Service Level %, Average Handle Time, Session Time, Wait Time, First Call Resolution, Abandon Rate, Call back timeliness etc.) are met or exceeded consistently
  • - Take complete ownership of self-learning & development
  • - Excellent verbal and written communication skills with least grammatical errors
  • - Basic computer operating skills required (MS- Office Applications)
  • - Appropriate Typing speed to be able to efficiently manage documentation during/post interaction

Responsibilities

  • - 100% of production time to be spent logged in on calls or web chat
  • - Answer calls, chats & mails with an approach to deliver positive customer satisfaction
  • - Articulate complex client plans and provisions in a simplified and understandable manner helping participants make an informed decision
  • - Focus on First Call resolution & accurate research initiation
  • - Maintain internal & client defined quality on calls
  • - Understands and contributes positively in meeting client SLA’s & targets
  • - Adheres to Customer Service Attendance & Accountability policies
  • - Ensures Customer Service Representative, Team & Client level targets (Customer Satisfaction, Service Level %, Average Handle Time, Session Time, Wait Time, First Call Resolution, Abandon Rate, Call back timeliness etc.) are met or exceeded consistently
  • - Take complete ownership of self-learning & development

FAQs

What is the primary role of an Associate in Customer Service-1?

The primary role involves spending 100% of production time logged in on calls or web chat, answering customer inquiries with a focus on delivering positive satisfaction and ensuring first-call resolution.

What qualifications are required for this position?

The position requires excellent verbal and written communication skills with minimal grammatical errors, basic computer operating skills, and an appropriate typing speed for efficient documentation during and after interactions.

Where is this position located?

This position can be based in Chennai.

What metrics will I be expected to meet in this role?

You will need to meet or exceed targets such as Customer Satisfaction, Service Level %, Average Handle Time, Session Time, Wait Time, First Call Resolution, Abandon Rate, and call back timeliness.

Is training provided for this position?

Yes, self-learning and development are encouraged, and the company takes complete ownership of your learning in this role.

What technical skills are needed for this job?

Basic computer operating skills, specifically proficiency in MS-Office applications, are required.

How is performance measured in this role?

Performance is measured through internal and client-defined quality metrics on calls, as well as adherence to attendance and accountability policies.

What is the focus of customer interactions in this position?

The focus is on delivering positive customer satisfaction by articulating complex client plans in an understandable manner and achieving first-call resolutions.

Are there any specific attendance policies to adhere to?

Yes, adherence to Customer Service Attendance and Accountability policies is a key requirement for this position.

Guardian Life

Finance
Industry
5001-10,000
Employees
1860
Founded Year

Mission & Purpose

Guardian Life has been a trusted resource for over 160 years, dedicated to making a difference in people’s lives during critical moments. Serving 29 million consumers, Guardian helps individuals and families prepare for the future, supports business owners in caring for their employees, and assists people in recovering from unexpected loss. As a modern mutual insurance company, Guardian focuses on creating value beyond dividends by investing in its employees, fostering an inclusive culture, and uplifting communities through impactful programs. Their core values—doing the right thing, valuing people, shaping the future together, and going above and beyond—guide their mission to protect what matters most.