Back Office – Correspondence
Job Roles
- The candidate is expected to review and comprehend the correspondence received from the customers and take appropriate actions as per the SOPs.
- Should be paying close attention to detail and ensure accuracy of processing the documents.
- The candidate is expected to question the status quo and highlight the process gaps real time to the management team.
- The candidate is expected to have customer centric approach; should have the mindset of aiming to resolve the customers’ queries, concerns, and complaints within the TAT; this may involve working closely with various departments within the organization and/or with the clients directly.
- The candidate will be communicating with customers through various channels – Email and letters; needs to be attentive while writing / responding to them.
- The candidate should be able to organize multiple work assignments and establish priorities.
- Should have the ability to create and report the day-end productivity and performance stats to the immediate management team.
- The candidate will be working for a process that involves manual efforts across all the steps; is expected to be highly focused as the possibilities of making errors are high.
Candidate Requirements
- Should have a minimum of 2 years of international Voice or Non-voice BPO experience.
- Prior experience in handling end to end Correspondence Management would be a plus
- This includes handling correspondence received from various channels and sites, segregation of correspondence, action and closure-update to client/customer.
- Should be comfortable to work in the night shift.
- Should have excellent verbal and written communication skills.
- Must be proficient at using MS Office Tools – Excel and Word.
- Should be good at email etiquette.
- Should have good interpersonal skills.
- Should have the ability to execute policies, processes and procedures of the organization.
- Should be good at multitasking; should be able to consistently execute and complete the tasks within the deadlines.
- Qualification – Minimum HSC.
- Should be a team player with good co-ordination skills.