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Keywords / Skills : Process Associate, Customercare executive, Team Lead

1 - 6 years
Posted: 2018-12-04

Job Description
Designation- process Associate
min 1 year experience in non-voice(chat process)
Skills Required:

• Excellent typing speed.

• Excellent communication skills required.

• Hiring undergraduates/Graduates/Post graduates

• Basic understanding of Healthcare, Sports, Yoga, Fitness and Travel

• Ability to handle Customers query and resolve issues ASAP as per Standard Procedure.

• Respond to customer inquiries and problem escalations.

• Maintain thorough understanding of process and policies.

• Interact with customers to provide and process. Information in response to inquiries, concerns,

and requests about products and services.

Job Responsibilities:

• Reading Operator comments

• Checking service status of account in diagnostic tools

• Understanding of Healthcare, Sports, Yoga, Fitness and Travel

• Effective communication and close looping with client in case of observation

• Updating status in internal as well as client tools

• Each Desk handling concurrent chats

• Group chat and Chat forwarding

• Canned messages for faster chat

• Reports on daily chat

• Monthly consolidated Reports


Designation-Team Lead
Experience 4 to 5 years in Non Voice Process ( Preferably Chat Process)

• Conduct 1-1 meeting with every employee reporting to the Team Lead every month

• Conduct a daily briefing meeting with the team

• Allocate 20-30% of the total time in processing

• People management, handling escalations

• Confirmation of sales (If there is any sales involved)

• Handle and update process documents on a regular basis

• Prepare reports and share it with the top managements

• Conduct random audits and team meetings every day

• Handle escalations

• Provide agents reports on daily basis to the Floor Managers

• Discuss process updates with the team

• Conduct PKT (Product Knowledge Test) every month

• Provide floor support



About Company

Westspace provides rewarding career opportunities for Consultants and enables our Clients to become more agile and competitive through the innovative use of technology, people and process. Our Staffing division places top technology professionals in contract, contract-to-hire, direct hire and SOW / Statement of Work based positions with industry leaders and innovative start-ups that are developing the next generation of technology solutions.
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