Service Delivery Associate

Company Overview

Onzestt Services India, based in Bangalore, specializes in IT recruitment and fulfilling non-IT requirements. Currently, they are recruiting for positions in International Customer Service within the IT services sector.

Job Summary

The role of BPS Associate - Service Delivery (Voice Process) involves managing Permission to Work (PTW) activities through outbound communications and stakeholder coordination to ensure timely and compliant service delivery. This position is based in Hyderabad, Pune, or Kolkata.

Primary Responsibilities

• Conduct outbound calls and manage email communications to facilitate PTW approvals according to schedules and operational standards.
• Engage with customers, councils, housing associations, and other stakeholders to obtain necessary permissions and advance customer orders.
• Provide precise information about PTW, orders, products, and policies while ensuring high-quality customer interaction.
• Maintain accurate and comprehensive records of calls, emails, and task progress in CRM and PTW systems.
• Identify and report issues such as customer concerns, delays, and permission blockers promptly through escalation protocols.
• Support backend operations including case management, order progression, and document updates as business needs arise.
• Collaborate with internal teams to meet operational goals and participate actively in training and improvement initiatives.
• Continuously develop skills related to communication, stakeholder management, and problem-solving through training and coaching.

Required Qualifications and Experience

• Graduation is mandatory; a bachelor's degree in any specialization (B.Com, B.Sc, B.B.A./B.M.S., B.A.) is preferred.
• Between 1 to 3 years of experience in customer service, service delivery, operations, contact center, or outbound calling roles.
• Prior experience in voice-based customer support or similar operational processes is advantageous.
• Familiarity with operational tools such as CRM, ticketing, and workflow management systems is beneficial.

Technical Proficiencies

• Competent in Microsoft Office suite, especially Excel, Outlook, and Teams.
• Ability to work simultaneously across multiple applications and systems.
• Strong skills in data entry, documentation, and record keeping.

Performance Indicators

• Meeting PTW productivity targets including number of calls, emails, and cases handled daily.
• Maintaining high-quality standards and compliance with processes and policies.
• Timely and accurate documentation and system updates.
• Adherence to schedules and achievement of operational SLAs.
• Effective issue identification and escalation.
• Ensuring customer satisfaction through professional communication.
• Contributing positively to team performance through reliability and attendance.

Additional Information

For further inquiries, candidates may contact HR representative Riyazy at 8106063400. It is mandatory to review all job requirements before applying.