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