Job Description:Role – Customer Care Executive – Back OfficeDepartment: OperationsReports to: Assistant ManagerResponsibility Level: ExecutivePrimary ResponsibilityThis 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 AdherenceRole 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 ProceduresPrimary 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.QualificationGraduate with knowledge of Computer literacy (MS Office & Domain knowledge)-15 Yrs of EducationExperience0 to 3 YrsTechnical SkillsSoft SkillsDesirable Skills:v Basic IT, Comfortable with working on computersv Typing speed of 25 words per minutev Ability to communicate correctly· Should be able to communicate in English· Comprehend written composition.v Commitment and drive for targetsv Decision making abilityv Adaptable & Flexible.v Customer service Focus – Ability to empathize with the customer and prioritize requestsOther duties as assigned
