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

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