Applicant Support Executive

2 weeks ago

Noida, Uttar Pradesh, India Dataflow Full time ₹ 3,00,000 - ₹ 4,50,000 per year

Role & responsibilities

The main responsibility of the Applicant Support Associate would be to ensure a

great Applicant Experience by adhering to the below mentioned aspects:

Query Management:

  • Reply to all queries received via email, chat and make outbound phone calls where

needed

  • Ensure resolving concerns to be able to close Tickets in the shortest possible TAT

Applicant Issue Ownership & Resolution:

  • Take full accountability of the applicants concern to make sure that all issues are

resolved, including those which need coordination with other departments for

resolution.

  • Appropriately coordinate with internal functions and timely escalate issues where

needed in order to get the needed focus and attention on an applicant's pending

issue.

  • Pick up the phone to call the applicant where it is evident that exchange of

communication over tickets and chat is not effective.

First Contact Resolution:

  • Ensure that applicants receive full resolution to their concerns by providing additional

related information where needed in addition to answering the core question/s.

  • Thoroughly review an applicant's case/contact history to ensure that a

comprehensive resolution/response is given.

Proactive Communication:

  • Proactively reach out to the applicant where needed for resetting expectations,

especially in a scenario where a commitment date given to the applicant for

addressing their issue is going to change. Example - A case where EDC for case

completion is given as X date however due to some reason the case is going to take

longer to close.

Insufficiency Identification & Fulfillment (Applicable for Applicant Assist position

under Applicant Support):

  • Follow-up with the applicant as per prescribed schedule for fulfilling any pending

document requirements within the stipulated time.

Upselling (Applicable for the Upsell position under Applicant Support)

  • Upsell premium services (Express & Assist) to potential applicants by proactively

engaging with them over proactive Live Chat.

  • Convince applicants over ticket/chat/phone for upgrading their already submitted

application from regular to Express where there is a potential for early closure of a

case.

  • Call up applicants that have been pending in-flight but not paid cases on a portal

with a view to help convert an unpaid application into a paid one, while pitching in

for premium services where applicable.

Eligibility Criteria

  • Must be a graduate.
  • Must have been with DataFlow for a minimum of 6 months.
  • Excellent verbal and written communication skills required.
  • Must have a thorough understanding of the DataFlow PSV process.
  • Previous experience in customer service will be an added advantage.
  • Should have good typing skills.
  • Must have a flair for customer service.

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