Customer Experience Executive - Voice

To deliver exceptional customer experience by handling inbound and outbound voice interactions, resolving queries, and ensuring customer satisfaction in line with Universal Sompo General Insurance’s service standards.

• Handle customer calls (inbound & outbound) related to policy issuance, renewals, claims, and general queries.
• Provide accurate information about insurance products, services, and processes.
• Assist customers with claim intimation, status updates, and documentation requirements.
• Ensure first-call resolution and minimize escalations.
• Record and update customer interactions in CRM systems.
• Follow compliance guidelines and maintain confidentiality of customer data.
• Coordinate with internal teams (claims, underwriting, operations) for issue resolution.
• Achieve defined service level agreements (SLAs) and quality benchmarks.
• Promote cross-selling and upselling of insurance products where applicable.

• Graduate in any discipline (preferably commerce/finance/insurance background).
• 0–3 years of experience in customer service (voice process preferred).
• Strong communication skills in English and Hindi; knowledge of regional languages is an advantage.
• Good listening skills, empathy, and patience in handling customer concerns.
• Basic computer proficiency (MS Office, CRM tools).
• Ability to work in rotational shifts.