Echo Managed Services
Website:
echo-ms.com
Job details:
ECHO India Managed Services
Job Description
Job Title: Associate
Job Category: Customer Service Advisor – Blended Process
Department: BPO
Process Name: Pennon Water Service / South Staffs Water
Employment Type: Full-Time
Work Mode: Work from Office
Location: 6th Floor, Tower A, Plot No. A-8A, Knowledge Boulevard, Phase II, Industrial Area, Sector 62, Noida, Uttar Pradesh – 201301
Shift Timings: Rotational Shifts
Travel Requirement: Not Required
Compensation: As per company norms
Date of Joining: To be confirmed
Role Overview
The Associate – Customer Service Advisor (Blended Process) will be responsible for delivering high-quality customer support across voice and non-voice channels. The role involves managing customer interactions efficiently while ensuring adherence to service standards, compliance guidelines, and performance benchmarks.
Key Responsibilities
- Handle customer inquiries via inbound/outbound calls, emails, letters, chat, and other communication platforms.
- Manage both voice and non-voice tasks to ensure seamless customer support delivery.
- Resolve customer queries, complaints, and service requests in line with company policies and defined SLAs.
- Perform backend operational tasks such as data updates, billing adjustments, case logging, documentation, and CRM updates.
- Maintain accurate and detailed records of all customer interactions in the CRM system.
- Meet or exceed assigned KPIs, productivity targets, quality standards, and SLAs.
- Participate in training sessions, refreshers, and process updates to enhance performance and knowledge.
- Ensure strict compliance with data protection, confidentiality, and regulatory standards.
- Adhere to roster schedules, attendance policies, and workplace discipline guidelines.
Educational Qualifications & Skills
Qualifications
- Bachelor’s Degree (mandatory).
Skills & Competencies
- Strong verbal and written communication skills.
- Good working knowledge of MS Office and CRM systems.
- Ability to quickly learn new tools and processes.
- Strong problem-solving and customer-handling skills.
- High attention to detail and accuracy.
- Punctual, self-motivated, and performance-driven.
- Ability to work effectively in rotational shifts.
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