Job Description

Reporting to: Team LeadRole Description:Roles & Responsibilities (Indicative not exhaustive)\xef\x82\xb7 Business / Customer For Voice Processes:Make and answer calls to and from customers/end users based on agreed time frames.\xef\x82\xb7 Transfer calls involving next level of service to the appropriate department as per the given guidelines.\xef\x82\xb7 Ensure first time resolution of issues/queries Project/Process\xef\x82\xb7 Develop a complete understanding of the RCM\xef\x82\xb7Maintain the business controls as per the requirement \xef\x82\xb7 Respond to data requests.\xef\x82\xb7 Ensure process guidelines are followed and met as documented.\xef\x82\xb7 Adhere to shift handover processes. \xef\x82\xb7 Raise process related issues/concerns on time with process and team leads.\xef\x82\xb7 Record data relating to production statistics, end-user related notes, etc as appropriate.\xef\x82\xb7 Provide updates and submit reports related to own area of work\xef\x82\xb7 Stay updated with the process knowledge/changes - refer to knowledge updates/repositories to effectively process transactions \xef\x82\xb7 People/Team -Contribute to and participate proactively in knowledge sharing sessions Key Results \xef\x82\xb7 Average Handle Time (AHT) \xef\x82\xb7 Quality \xef\x82\xb7 Answer (ASA) \xef\x82\xb7 First Call Resolution (FCR)Role Holder Profile A. Preferred educational qualifications: Any Graduate and fresher\'s B. Preferred work experience: More than One (1) year of experience as AR caller C. Skills and Competencies i. Functional / Technical: \xef\x82\xb7 Excellent English verbal and written communication skills \xef\x82\xb7 Utilizes \'Salesforce\' to record and resolve customer information / Queries and to record all the customer\'s interactions. \xef\x82\xb7 Works cooperatively with other team members and departments to develop effective and timely solutions for customers

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