Job Description

Job Description for Email Associate

Job Title Email Associate

Department Contact Centre

Grade Officer / Assistant Manager

Location Umang Towers

Qualifications

Essential Graduate from a recognized Institute or

University in any discipline

Experience

Essential Minimum one year of continuous work

experience in contact centre or relevant voice /

email experience.

Desired industry exposure: Any industry, preferably Banking

KEY POSITION RESPONSIBILITIES

• Manage day to day operations of the unit as per defined process and ensure compliance to

guidelines/ processes.

• Taking end-to-end Ownership of Customer Issues and make outcalls to customer to know their

requirement, wherever required.

• Actioning of mails received and provide suitable resolution/response within established

guidelines

• Liaise with the various functional units and ensure complete resolution within tats

• Communicate with the customer at appropriate intervals in order to keep them updated for

status of resolution.

• To meet the customer satisfaction parameters and meet the defined service standards

• Responsible for end to end resolution of request and complaints

• Ensure proper recording and closure of the complaints.

• Good communication and analytical skills in order to mitigate customer dissatisfaction

• Responsible for meeting QC scores defined, daily actionable volume of emails

• Team building and motivation- building the team in terms of service/quality culture by leading

by example

• Provide inputs for better email management which will value add the existing process

• Should be flexible and take initiatives.