Roc Associate

1 week ago

Thane, India CIEL HR Full time

**Roles & responsibilities of a ROC Associate**
- **DE issues resolution** - DE captain form is an online hub where the DEs can raise the issue which ROC Associates will resolve through a defined SOP and within TAT defined for each issue
- Metrics which ROC Associates will be responsible for as part of DE Captain form tickets are,
- Ticket resolution TAT
- Weekly Closure Rate (within TAT)%
- Emergency issues closed within TAT%
- DX issues closed within TAT %
- Tickets/Orders (per 100 orders)
- Tickets closed in < 24 hrs %
- First Time Resolution %
- Over all issue resolution
- DE CSAT %
- **DE Governance/Performance management**:

- A daily/weekly list of defaulters will be published ROC Associates have to call these DEs according to their assigned zones and follow a defined script and take action as mentioned in the weekly report.
- **Emergency Support**

There will be a region wise emergency support exotel number where specific emergency cases (Accident Cases, RX -DX, DX-DX, DX-CX collision) will be resolved by this team. For each of the issues, the Emergency team should follow the predefined SOP and script and resolve the issues

**Desired Skills**
- Excellent communication skills
- Good typing speed with accuracy
- Basic Computer knowledge. Knowledge of Excel is needed. Knowledge of using ticket resolution softwares will be an added advantage
- Ability to effectively deal with difficult people
- Flexible with shift timings

**Desired education**
- Graduates with minimum 60% score aggregate

**Desired job experience**
- Tele callers in banking, insurance, credit card or any financial sector
- Frontend workers in any of the e-commerce companies
- People will 2+ yrs in any of the above mentioned industries or experience will be preferred

**Job Type**: Contractual / Temporary
Contract length: 6 months

**Salary**: Up to ₹21,000.00 per month

**Benefits**:

- Commuter assistance

Schedule:

- Rotational shift

Supplemental Pay:

- Performance bonus

**Experience**:

- Customer service: 2 years (preferred)