Job description
Customer Care Executive - PP

Function
Operations

Reports to

Assistant Manager

Permanent/ Temporary
Permanent

Span of Control
NA

Location
Jaipur, India

Basic Functions
Extract the remittance information, match the payments, and apply it in client system by following respective procedure / guidelines
Send emails and take regular follow ups with customers for missing remittances
Respond to customer queries and provide timely resolution as per their requirements
Maintain daily transaction record in excel spreadsheet / transaction capturing application
Essential Functions
Ensure that the assigned targets in accordance with SLA are met
Onus for self-learning and keeping oneself up-to-date of process updates and communications
Participate in training to develop knowledge in all systems
Achieve individual productivity and quality goals
Support other team members in meeting service expectations
Understanding of process flow and downstream effects of accuracy
Ensure adherence to EXL and client Policies and Procedures
Performance Parameters
Productivity (Per SLA parameters)
Accuracy/Quality (Per SLA parameters)
Turn-around-Time (TAT) (Per SLA parameters)
Client Complaints (Per SLA parameters)
Any other metrics agreed to within SLA

Primary Internal Interactions
Coordinate with other team members and other department to execute duties effectively
Primary External Interactions
Interacting with client and client s customer to provide information and for payment application
General Skills
Familiar with US culture, Address (Street Address, City & State)
Must be able to learn and retain a large amount of procedural information in a relatively short period of time
Must be receptive to detailed and frequent performance feedback
Active listening skills and decision-making ability
Organization and prioritization skills
Organizational Relationships

Reports To : Assistant Manager Supervises : N/A

Skills Technical Skills
Proficient with computer systems and software including Microsoft Excel, Outlook and Word
Basic Knowledge of using Web Browser, Search Engine etc.
Proficient in mainframe application
Typing Speed of at least 30 WPM and 90% accuracy
Excellent Business email writing skills - Should be proficient in writing free flowing professional/business emails
Process Specific Skills

Previous experience for Accounts Receivables process (preferred)
Knowledge of logistics industry (preferred)
Soft skills (Minimum)

Strong Communication Skills -

Ability to communicate correctly (grammatically and contextually correct) and clearly.
Ability to read and interpret
High Levels of Comprehension -

Able to understand and follow information acquired through research or received from the customer
Able to identify the main idea, cause and effect, fact and opinion, make inference, compare and contrast, sequence information, and draw conclusions basis the information acquired or provided
Customer Focus

Identifies and understands the (internal or external) customer s requirements
Detail oriented with excellent follow up skills
Teamwork

Works effectively with the team to accomplish goals, takes action that respects the needs of others and those of the organization
Effective interpersonal skills
Adaptability

Maintains effectiveness despite changes to situations, tasks, responsibilities, and people
Conflict Resolution

The ability to successfully resolve conflict with difficult clients or challenging situations
Professionalism

Conducting oneself with responsibility, integrity, accountability and excellence
Work Standards

Sets own high standards of performance
Role: Non Tech Support - Voice / Blended
Industry Type: IT Services & Consulting
Department: Customer Success, Service & Operations
Employment Type: Full Time, Permanent
Role Category: Voice / Blended
Education
UG: Any Graduate
PG: Any Postgraduate
Key Skills
Customer Care ExecutiveLogisticsExcelConflict resolutionDownstreamInterpersonal skillsAccounts receivableTyping speedBasicFocus