About the Company: Established in 2004, Capita India is part of Capita plc, the UK's No. 1 business process management (BPM) and professional services company. Part of the FTSE 100, Capita has been serving both the public and private sectors in the UK since the 1980s, and has 68,000 staff across the UK, Europe, India and South Africa. Capita India is Capita's largest multi-client service centre, combining unparalleled experience and operational expertise across industries and business functions. In India, we deliver back office administration, front office customer contact and technology (software, infrastructure and product development) services of varied complexity, also providing clients with incisive customer intelligence and analytics. We have a broad portfolio of services in the digital back office space, including website development and design, web content and merchandising, web chat and email management. We also have a mature practice in Health Research & Consulting, offering a wide range of services in health outcomes, health economics, market access and medical communications to leading global pharmaceutical companies.

Website: NA

Profile: Executive - Integrated Services

Educational Qualification: All Graduates ( Excpet B.Tech)

Salary Details: As per Industry Standards

Tentative Date of Joining: Immediate

Job Description:

- This is a back office customer service role which involves processing cases on webchats and / or email
Conduct webchats with the end customer and provide responses to the queries raised by the customer,
- Make any relevant changes to the customer's profiles on the systems,
- Be able to refer and resolve any queries which need a steer from the process leader/ team coach,
- Highlight any discrepancies with the customer's data to the process leader/team coach or assistant operations manager,
- Recommend any relevant products or billing profiles to the end customer.
- The role requires an individual to comprehend and articulate a query or complaint raised by the customer and be able to provide an effective and accurate response to it.
- The individual is expected to take ownership and responsibility for personal performance targets.
- Role requires an individual to reflect on their performance and learn from their mistakes, seeing these as opportunities to improve on one's performance in the future.
- The individual should agree on personal objectives with his/her team manager and discuss performance against these objectives with his/her team manager
- The individual should highlight any instances or give an indication where it appears that the customer may not be treated fairly.
- The individual should be flexible in meeting the dynamic nature of work
- To provide customer service to both internal and external customers;
- Drive a culture of quality and accuracy through cases worked on within the stipulated frameworks;
- Escalate any problem or risks to the Team Manager in the first instance and report breaches as per the prescribed Framework;
- Act as a facilitator during cross training and also get cross trained in other transaction types, once such opportunities are presented;
- Update the Time Capture Tool periodically and accurately;
- Maintain and implement personal development plans in partnership with the immediate manager;
- Identify, recommend and facilitate the implementation of process improvement initiatives / ideas to improve efficiency;

Key Result Areas

-Accuracy and productivity in process execution
- Compliance with company procedures and guidelines
- Process improvements

Skills Required 

- Excellent letter writing skills
- Typing skills (25 wpm)
- Investigative skills
- Number crunching ability