Case & Communications Management

Executive – Case & Communications Management

Location: Mumbai
Employment Type: Full-time | Work from Office
Working Days: 5 Days (Saturday & Sunday Fixed Off)

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Role Overview

We are looking for a disciplined and detail-oriented Executive to manage day-to-day operational tasks across multiple communication channels including email, WhatsApp, calls, and system platforms.

This role requires strict adherence to SOPs, strong attention to detail, and the ability to manage high volumes of tasks while maintaining accuracy and defined turnaround times (TAT). The candidate will play a key role in ensuring seamless case handling, communication, and documentation.

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Key Responsibilities

• Handle customer queries via email with accurate and SOP-driven responses
• Manage WhatsApp communication ensuring timely and professional interactions
• Process IVR data including downloading, reviewing transcripts, and initiating callbacks where required
• Monitor and respond to daily queries across multiple communication channels
• Conduct new user onboarding calls and route cases as per defined processes
• Update internal systems and maintain accurate case records
• Upload and manage documentation (file naming, saving, zipping, and basic data handling such as CSV creation)
• Ensure all tasks are completed within defined TAT with high accuracy and zero errors
• Follow standard operating procedures strictly without deviations

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Eligibility & Qualifications

• Graduate in any discipline (additional certifications are a plus)
• Experience: 0–2 years (Freshers can apply)

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Required Skills

• Excellent written and verbal communication skills
• Strong attention to detail and accuracy
• Ability to follow SOPs strictly
• Basic understanding of handling emails, calls, and documentation
• Ability to work in a fast-paced, TAT-driven environment
• Basic knowledge of Excel and operational tools
• Tech-savvy with the ability to work across multiple systems
• Willingness to learn and adapt to new processes

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Compensation

• CTC: ₹2 – ₹4 LPA