Job Description

Role Overview

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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.

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Key Responsibilities

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- Handle customer inquiries via inbound/outbound calls, emails, letters, chat, and other communication platforms.
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- Manage both voice and non-voice tasks to ensure seamless customer support delivery.
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- Resolve customer queries, complaints, and service requests in line with company policies and defined SLAs.
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- Perform backend operational tasks such as data updates, billing adjustments, case logging, documentation, and CRM updates.
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- Maintain accurate and detailed records of all customer interactions in the CRM system.
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- Meet or exceed assigned KPIs, productivity targets, quality standards, and SLAs.
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- Participate in training sessions, refreshers, and process updates to enhance performance and knowledge.
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- Ensure strict compliance with data protection, confidentiality, and regulatory standards.
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- Adhere to roster schedules, attendance policies, and workplace discipline guidelines.
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Educational Qualifications & Skills

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Qualifications

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- Bachelor’s Degree (mandatory).
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Skills & Competencies

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- Strong verbal and written communication skills.
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- Valuable working knowledge of MS Office and CRM systems.
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- Ability to quickly learn new tools and processes.
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- Strong problem-solving and customer-handling skills.
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- High attention to detail and accuracy.
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- Punctual, self-motivated, and performance-driven.
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- Ability to work effectively in rotational shifts.
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📌 Associate (Noida)
🏢 Echo India
📍 Noida