Associate - Customer Service (Voice Process)

2 weeks ago

Gurgaon, Haryana, India Outscale Partners Full time ₹ 2,00,000 - ₹ 6,00,000 per year

The primary objective of this role is to perform all Control Room Duties and operations in a timely, efficient, and courteous manner; ensuring that all company policies and procedures are complied with.

Duties & Responsibilities

  • Load and manage site schedules/rotas and client/emergency bookings in Timegate.
  • Execute daily control room operations as directed by the National Control Room Manager.
  • Maintain and update systems like Timegate/APIS, handle subcontractor reports, emails, and emergency cover.
  • Communicate effectively with clients, operations teams, and employees.
  • Investigate and report discrepancies and incidents promptly.
  • Generate and distribute reports (daily/weekly/monthly).
  • Provide customer service and front desk support outside regular hours.
  • Support project work and maintain professional standards including punctuality and appearance.
  • Follow health and safety procedures and pursue skill development.
  • Perform any other duties assigned by senior management.

Skills & Knowledge

  • Overall, 2-4 years of work experience preferably in managing a control/command room business

environment.

  • Graduate/ Postgraduate in any discipline preferrable from the BPO, KPO, BPM service industry.
  • Strong administrative, customer/client multi-channel (Voice, Email, Meetings) connect experience.
  • Excellent verbal and written communication. Familiarization with UK, British accent and cultural nuances
  • Trained in UK communication style and cultural etiquette
  • Effective organizational skills and ability to work under pressure
  • High attention to detail.
  • Strong computer literacy.
  • Demonstrates self-initiative.
  • 100% Work from Office. Open to extended shift coverage, rotational shifts to meet business requirements,

service delivery.

  • 24/7 business environment, service delivery. Rotational weekly offs. Not Fixed.

Must have skills

  • Good Communication
  • Written Communication
  • Strong Computer Literacy
  • UK Accent

Good to have skills

  • High attention to Detail
  • 24/7 Business Operations Aligned
  • Demonstrate Self Initiative
  • Team Player

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