Executives EXL/E/982585 - Noida, India - exl

    exl
    exl Noida, India

    3 weeks ago

    EXL background
    Description

    Job Description

    Role – Customer Care Executive – Back Office

    Department: Operations

    Reports to: Assistant Manager

    Responsibility Level: Executive

    Primary Responsibility

    This role is primarily responsible for processing transactions as per the SLAs outlined by the client.

    Performance Parameters

    · Productivity

    · Accuracy

    · Turn-around-time (TAT)

    · WIP Management

    · Attendance

    · Login Adherence

    Role Responsibilities

    · Ensure that the process transactions are processed as per Desk Top procedures

    · Ensure that the assigned targets in accordance with SLA are met

    · Ensure that the quality of the transactions is in compliance with predefined parameters

    · Provide the relevant process reports on a daily basis

    · Ensure adherence to established attendance schedules

    · Ensure adherence to Company Policies and Procedures

    Primary Internal Interactions

    · Assistant Manager for the purpose of reporting performance, clarifying concerns, and seeking feedback and support.

    · Manager for the purpose of settling performance issues and for monthly one on ones

    · SME's for the purpose of seeking cooperation & clarification on process-related matters & providing assistance and support when required.

    Qualification

    Graduate with knowledge of Computer literacy (MS Office & Domain knowledge)-

    15 Yrs of Education

    Experience

    0 to 3 Yrs

    Technical Skills

    Soft Skills

    Desirable Skills :

    v Basic IT, Comfortable with working on computers

    v Typing speed of 25 words per minute

    v Ability to communicate correctly

    · Should be able to communicate in English

    · Comprehend written composition.

    v Commitment and drive for targets

    v Decision making ability

    v Adaptable & Flexible.

    v Customer service Focus – Ability to empathize with the customer and prioritize requests

    Other duties as assigned