Senior Analyst - Customer Service
Introduction:
Welcome to Gallagher - a global community of people who bring bold ideas, deep expertise, and a shared commitment to doing what’s right.We help clients navigate complexity with confidence by empowering businesses, communities, and individuals to thrive.
At Gallagher, you’ll find more than a job; you’ll find a culture built on trust, driven by collaboration, and sustained by the belief that we’re better together. Experience a workplace where you’re encouraged to be yourself, supported to succeed, and inspired to keep learning.That’s what it means to live The Gallagher Way.
Founded in 2006, the Gallagher Center of Excellence (GCoE) upholds the values of quality, innovation, and teamwork. With 10,000+ professionals across five India locations, GCoE is where knowledge-driven individuals make a significant impact and build rewarding, long-term careers.
Overview:
The role of Customer Service Representative is to review the customer’s policy to answer questions regarding coverage and claims. The representative must have excellent verbal and written communication skills to provide information to customers.
How you'll make an impact
Responsibilities- Handle vendor calls and emails (both Inbound and Outbound) to resolve customer inquiries,queries and concerns using available claims information.
- Handle customer complaint and escalations by providing explanations and taking necessary steps.
- Follow the defined standard operating procedure and guidelines to provide accurate information to the callers.
- Find alternate solutions by researching and exploring information using available resources.
- Identify and escalating unresolved issues and keeping supervisors in loop.
- Maintaining call logs with adequate details of the call and the caller.
- Ability to work on data for various reporting and analysis.
- Update knowledge by participating in developmental trainings.
- Ability to work with cross functional and global teams to build process expertise.
- Positive attitude and should be flexible to work in dynamic environment.
- Ability to generate process improvement ideas through Kaizen and projects.
- Enhances organization reputation by taking ownership and accountability.
About you:
Qualifications- Bachelor’s Degree
- 1 - 3 Years of experience in International Voice process. Candidates with blended voice process experience will not be considered.
- Handled min. 50-60 calls on daily basis
- Experience in Insurance Claims would be an added advantage
- The candidate has to be a quick learner, high on energy and must have a flair for customer processes
- Should have an eye for details to provide logical reasoning
- Proficiency in Microsoft Office (especially Excel and PowerPoint)
- Ability to work in a team and exhibit collaboration
- Should be able to adapt to organizational changes
- Willing to work in any shift 24/5
- Excellent command over English (comprehension and conversation)
Compensation and benefits:
Compensation and benefits
On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.
Below are the minimum core benefits you’ll get, depending on your job level, these benefits may improve:
- Medical Insurance and Parental Medical Insurance
- Accidental Insurance and Life Insurance
- Retirals - Employee Gratuity, Future Service Gratuity benefit - Group Term Life, Employee Provident Fund, National Pension Scheme
- Flexi Benefits Plan – Tax Savings Plans
- Educational expense reimbursement
- Annual Leave/ Maternity & Paternity Leave/ Additional paid ML, Mental Health Day
Other benefits include:
- Employee Wellness Programs
- Training programs
- And more..
We value inclusion and diversity
Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.
Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.
Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination.