Detailed Job Description
Bachelors degree or equivalent experience (Fresher or less than 6 months relevent experience).
Responsibility:
Business / Customer:
Provide updates and submit reports related to own area of work.
Interact with customers (internal / external) to meet process deliverables .
Manage and resolve 1st level and 2nd level escalation calls and issues raised by customers For Voice processes:
Effectively communicate information on products/services or trouble shoot issues within the specified time frames as agreed upon with the client, in a manner that is understandable by the end user/ customer.
Connect with the customer & provide highest level of customer satisfaction.
Support the Team Leader on Day to Day operations, SLA and Floor Operations management.
Support the PEs & SPEs to enhance the knowledge level on the process.
Maintain and update SoPs.
Client interaction on a daily/weekly basis and with asset specialists on a monthly basis.
Project / Process.
Achieve process SLAs / metrics - productivity and quality targets within the established timelines.
Ensure process guidelines are followed and met as documented.
Raise work orders to the appropriate issues identified and assign them to the technicians for rectification.
Quality check on the work orders raised by level 1 support team .
Work on low priority work orders received through e-forms.
Acts as a queue manager to ensure service levels are met.
Assign routine tasks to the team.
Raise process related issues on time with process lead and team lead.
Resolve process related queries and expedite on data requests.
Adhere to shift handover process & prepare & share daily shift reports.
Perform root cause analysis on the errors made by the team members.
Follow up on critical tasks like power outages and ensure closure with TAT.
Identify gaps in process compliance Conduct audits to drive process compliance.
Drive and participate in Operations reviews within the project / process.
Initiate and deliver on process improvement opportunities to improve process efficiencies.
Audit the Stock keeping units that are pushed to Web in the preview environment and ensure correction of mistakes.
Take responsibility to provide information accurately and also research and revert on information related to tracking of orders, shipping rates issues, delivery issues, liaison with the delivery partners on specific orders that needs clarifications.
Record data relating to production statistics, end-user related notes, etc as appropriate.
Answer calls from customer/end user based on agreed time frames.
Transfer calls involving next level of service to the appropriate department as per the given guidelines.
Handling emergency-line calls.


Other Skills
Strong communication skills,


Keywords
Strong communication skills,


Interview Information
Job Location : Kochi
Interview Location : Kochi