22 hours ago
Full–time
Job Description

Position Title, Responsibility Level

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