Associate

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

• Bachelors 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.