Role overview:
In this role, you will be responsible for managing customer assistance requests from initiation to closure. This is a blended role involving inbound and outbound customer interactions, case management, coordination with logistics partners and third-party vendors, and ensuring timely delivery of services in line with defined Service Level Agreements (SLAs).
The role requires empathy, strong communication skills, operational discipline, and the ability to manage multiple cases simultaneously in a fast-paced 24x7 assistance environment. You will ensure that our "human touch" is reinforced by your efficiency and a robust, fail-safe digital infrastructure.
Key Responsibilities:
1) Customer Assistance
a) Handle inbound and outbound customer interactions professionally and empathetically.
b) Understand customer requirements and accurately register assistance requests.
c) Verify customer eligibility and explain service processes, timelines, and coverage.
d) Provide regular updates and ensure a positive customer experience throughout the service lifecycle.
2) Case Management
a) Take complete ownership of assigned cases until successful closure.
b) Create, update, and manage assistance cases in the CRM system.
c) Maintain accurate records of all customer and vendor interactions.
d) Ensure compliance with defined SLAs, TATs, and operational procedures.
3) Vendor & Logistics Coordination
a) Coordinate with logistics partners, service providers and other vendors.
b) Schedule service visits, pickups, deliveries, and appointments, etc.
c) Track service progress and proactively follow up to ensure timely completion.
d) Escalate delays or operational issues to the appropriate stakeholders.
4) Operations & Compliance
a) Adhere to Standard Operating Procedures (SOPs), quality standards, and compliance requirements.
b) Maintain confidentiality of customer information and ensure accurate documentation.
c) Support process improvements and contribute to operational efficiency.
d) Collaborate effectively with internal teams to deliver seamless customer service.
Key Qualifications:
1. Graduate in any discipline.
2. 06 months to 3 years of experience in Customer Service, Contact Centre, call centre Operations of Assistance Services, Logistics, Insurance, E-commerce, or related industries.