We have immediate requirement for the position of ROC in a India's Leading a Food Delivery Company food Kolkata Location.
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 software's 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
- Interested candidates can share your updated profile to deeksha.s@cielhr.com. You can also refer any of your friends who will be interested for the above mentioned position.
Regards,
Deeksha
Email: deeksha.s@cielhr.com
Mobile: 8904309551
CIEL recruits talent for 2300+ companies in permanent as well as contractual roles spread across industry sectors from its 59 offices in 42 cities in India. We have multiple teams, each specialising in recruitment of talent across a wide range of skills and levels in sectors like Manufacturing, Energy, Infrastructure, IT & Outsourcing, Pharma, Financial Services, Consumer Products and Services. CIEL was listed among the Largest Staffing Companies in India No.1 in terms of Geo spread and at 14th place by revenue as per the report published in Feb 2021 by Staffing Industry Analyst (SIA).
We leverage technology to deliver a superior experience to the candidates who apply for a position open with one of our clients. Our team chooses a handful of best-matching candidates from the pool of available talent in the market based on the candidate's profile, skills and experience. These days, we recruit about 25000+ candidates a year and are growing this number every year.
We believe in finding talent from diverse backgrounds, striking a balance between the aspirations of our candidates with the requirements and thoughts of our clients while recruiting for them. CIEL won the Great Place to Work-Certification for the 2nd time in a row. Our team has remained passionate and committed to the core values of the company: Growth, Professionalism, Dignity and Diversity. CIEL is an ISO 9001:2015 certified company and committed to stakeholder satisfaction through continual improvements in its quality management system.
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