Job Description
Role: Back Office – Transaction Processing
Designation: Tr Transaction Processing officer (Complex) – Level 1
Department: Operations
Reports to: Team Manager
Summary:
The Associate provides day-to-day customer support for back-office operations and web support via email and portal activities. This role is for someone who excels at and multi-tasking. Should be able to proactively track pending customer orders and provide resolution.
Responsibilities:
Manage personal and customer support inboxes effectively and respond quickly to end user requests based on service standards set for each customer.
Process service orders, answer questions, maintain account information, and accurately document user’s information in ticketing / record system.
Communicate and collaborate effectively with all team members keeping the team informed of issue status by sharing information.
Adherence to schedules/ turnaround times and shifts, effectively manage time, while handling multiple priorities.
Complete assigned tasks accurately and within required customer assigned Service Level Agreements.
Understand and proactively addresses user’s concerns, identifying the root of the issue.
Skills & Qualifications:
Freshers / 6 to 12 months of Back-office operations experience preferred.
Good communication skills
Understanding of supply chain management / order tracking and documentation preferred
Should be flexible with shift timings. Should also be ready to work in US shifts hours; 9 hours.
Excellent keyboard skills with an average speed of minimum of 35 words per min with 92% accuracy
Should have good English comprehension skills and should be able to comprehend customer requirements and act on the information accordingly.
Education:
High School pass is minimum requirement with Excellent Communication skills.
BSc, B. Com and BA or Diploma holders (12+3 years of education).
Working conditions and requirements:
Training and work location from office.
Work From Home will be at company’s discretion.
Should have a reliable and fast Wi-Fi (min 30 mbps) connection at home.
Should be ready to connect via video during training and 1 on 1 discussions.
Should have a safe and suitable work environment at home.
Should be able to work as per the break/lunch timings allocated by the supervisor.
Selection Criteria: –
V&A Assessment – SVAR score of 50
Interview
About Mphasis
Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis’ Front2Back™ Transformation approach. Front2Back™ uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers. Mphasis’ Service Transformation approach helps ‘shrink the core’ through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis’ core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients.
Skills
PRIMARY COMPETENCY : Telecom PRIMARY SKILL : Telecom-Good Communication PRIMARY SKILL PERCENTAGE : 100