Process Associate

We're Hiring

About the Role:

We are looking for a self-motivated Process Associate to join our team. The ideal candidate will have strong communication skills, a problem-solving mindset, and the ability to manage multiple queries efficiently while maintaining quality and SLA standards.

Skills & Expertise:

• Self-motivated with strong phone and verbal communication skills, along with active listening

• Familiarity with CRM systems and practices

• Proficiency in MS Excel, MS Office, and PowerPoint

• Strong multitasking, problem-solving, and time management skills

Roles & Responsibilities:

• Receive calls, emails, and trip feedback, and send an initial response within defined SLAs

• Document all information as per Standard Operating Procedures (SOP)

• Categorize and label each request by type and criticality as per SOP

• Identify Root Cause Analysis (RCA) and action items, documenting them in internal notes to break down issues and understand root causes (guidelines available in SOP)

• Follow up with the relevant owner on RCA outcomes to determine action items

• Respond to employees/customers with the best possible resolution

• Monitor resolution for a day (if required) before closing the ticket

• Participate in real-time quality checks for every call