Roc Associate

4 days ago

Bhopal, 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 ₹20,900.00 per month **Benefits**: - Commuter assistance - Work from home Schedule: - Day shift Supplemental Pay: - Performance bonus **Experience**: - Customer service: 2 years (preferred)

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