Key responsibilities
o Handle emails as per SOP with accurate responses
o Manage WhatsApp queries and ensure timely and professional communication
o Process Interactive Voice Response data (download, transcript, and callback where required)
o Check and act on queries received daily across multiple modes of communication
o Handle new user onboarding calls and route cases as per SOP
o Update Case Board (CB) and maintain accurate records
o Upload & maintain proper documentation (naming, saving, zipping, CSV creation, etc.)
o Ensure all tasks are completed within defined TAT and without errors
Skills/Qualifications
o Graduation or above (any additional certification/course will be an added advantage)
o 0–2 years of experience in customer service/operations (freshers can be considered)
o Good written and verbal communication skills
o Ability to follow SOPs strictly without deviation
o Strong attention to detail and accuracy
o Basic understanding of handling emails, calls, and documentation
o Ability to work in a TAT-driven environment
o Basic knowledge of Excel and operational tools
o Tech-savvy and comfortable working on multiple systems
o Willingness to learn and adapt to process requirements