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Process Associate

Mandatory:

• Graduate/ Under Graduates from any stream

Experience

• Desired experience in E- Commerce industry or Domestic ‘Premium Segment’ Call Center

 Technical Competencies: (Job related) 

• Typing speed and Accuracy: 25 WPM with >=90% accuracy
• Versant Test (Separate test for both Spoken & Written English test). The cut off score should be in-line with prescribed target

Soft Skills: (Job related)

• Excellent Verbal communication in English and Hindi
• Good Listening skills and Attention to details
• Logical and reasoning abilities to take right decisions to solve customer problems.
• Result oriented who can drive towards stringent targets.
• Basic knowledge of Customer Service.
• Ready to work in rotational shifts.

Job Duties:

Primary responsibility is to answer inbound and outbound calls, manage customer expectations and provide quick & accurate resolution within the specified TAT.

• Provide First Time Resolution to customers on calls
• Maintain notes on relevant  systems for tracking purposes as per SOP
• Maintain high level of compliance to the standard operating procedure (SOP)) defined by the line of business.
• Maintain accurate and updated knowledge of Process procedures and systems.
• Ability to use logical reasoning  and adjust quickly in short timeframe with enough supervision
• Ability to build rapport with customers on the call
• Should be a quick learner. Display patience and problem solving skills

• Facilitate process improvement by escalating relevant issues to the right department
• Be a brand ambassador for the project
• Create a WOW exp. for the customer (C-Sat) and Customer Experience
• Provide quick an effective resolution to the customer's queries in conformance to the Quality Monitoring system
• Should be comfortable in using the e-commerce mobile apps and website and should have basic awareness about the ecommerce industry

Mandatory Requirements:

• Should be ready to work in flexible shifts – Rotating throughout Day/Night and 6 days working
• Adherence to company policies, rules and regulations
• To follow quality processes thoroughly using checklist standards
• Responsible for complying with all QMS and ISMS Policies and procedures
• Residing within the radius of 20 KM (Depending on the location) From Weikfield Viman Nagar