Customer Experience Executive - Email

The Executive - Email will handle customer communications related to General Insurance policies, including policy servicing, endorsements, renewals, claims support, premium payments, and grievance resolution. The role requires strong written communication skills, attention to detail, customer focus, and the ability to manage service requests within defined turnaround times while maintaining quality standards.

• Respond to customer emails in a professional, accurate, and timely manner.
• Handle policy servicing requests such as endorsements, policy copies, address/contact updates, cancellations, and renewals.
• Assist customers with premium payment, policy issuance, and renewal-related queries.
• Provide updates and support for claim-related requests as per applicable guidelines.
• Ensure all customer queries are addressed completely and accurately in a single interaction wherever possible.
• Verify documents received from customers and coordinate with internal teams for request processing.
• Maintain adherence to regulatory, compliance, and company guidelines.
• Accurately classify and tag cases as per defined process requirements.
• Meet defined productivity, quality, and turnaround time (TAT) targets.
• Escalate complex cases to relevant stakeholders when required.
• Maintain detailed records of customer interactions and actions taken.

• Graduate in any discipline.
• 1-3 years of experience in Customer Service, Email Support, or General Insurance operations preferred.
• Excellent written and verbal communication skills.
• Good understanding of General Insurance products and policy servicing processes.
• Proficiency in MS Office applications and CRM systems.
• Strong attention to detail and problem-solving skills.
• Ability to work in a fast-paced environment and manage multiple tasks effectively.
• Customer-focused approach with strong service orientation.