Roles & responsibilities of a ROC Associate

• DE issues resolution – DE captain form is an online hub where the DEs can raise the issue which ROC Associates will resolve through a defined SOP and within TAT defined for each issue

• Metrics which ROC Associates will be responsible for as part of DE Captain form tickets are,

• Ticket resolution TAT
• Weekly Closure Rate (within TAT)%
• Emergency issues closed within TAT%
• DX issues closed within TAT %
• Tickets/Orders (per 100 orders)
• Tickets closed in < 24 hrs %
• First Time Resolution %
• Over all issue resolution
• DE CSAT %

• DE Governance/Performance management – A daily/weekly list of defaulters will be published ROC Associates have to call these DEs according to their assigned zones and follow a defined script and take action as mentioned in the weekly report.

• Emergency Support

There will be a region wise emergency support exotel number where specific emergency cases (Accident Cases, RX -DX , DX-DX , DX-CX collision) will be resolved by this team. For each of the issues, the Emergency team should follow the predefined SOP and script and resolve the issues

Desired Skills

• Excellent communication skills
• Good typing speed with accuracy
• Basic Computer knowledge. Knowledge of Excel is needed. Knowledge of using ticket resolution softwares will be an added advantage
• Ability to effectively deal with difficult people
• Flexible with shift timings

Desired education

• Graduates with minimum 60% score aggregate

Desired job experience

• Tele callers in banking, insurance, credit card or any financial sector
• Frontend workers in any of the e-commerce companies
• People will 2+ yrs in any of the above mentioned industries or experience will be preferred

Job Type: Contractual / Temporary
Contract length: 6 months

Benefits:

• Commuter assistance
• Work from home

Schedule:

• Day shift

Supplemental Pay:

• Performance bonus

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