Applicant Support Executive
- Dataflow
- 0 - 4 years
- Noida, Gurugram
- 3 months ago
- Email to a friend
- Report this job
Job Description
Role & responsibilities
The main responsibility of the Applicant Support Associate would be to ensure a
great Applicant Experience by adhering to the below mentioned aspects:
Query Management:
- Reply to all queries received via email, chat and make outbound phone calls where
needed
- Ensure resolving concerns to be able to close Tickets in the shortest possible TAT
Applicant Issue Ownership & Resolution:
- Take full accountability of the applicants concern to make sure that all issues are
resolved, including those which need coordination with other departments for
resolution.
- Appropriately coordinate with internal functions and timely escalate issues where
needed in order to get the needed focus and attention on an applicants pending
issue.
- Pick up the phone to call the applicant where it is evident that exchange of
communication over tickets and chat is not effective.
First Contact Resolution:
- Ensure that applicants receive full resolution to their concerns by providing additional
related information where needed in addition to answering the core question/s.
- Thoroughly review an applicants case/contact history to ensure that a
comprehensive resolution/response is given.
Proactive Communication:
- Proactively reach out to the applicant where needed for resetting expectations,
especially in a scenario where a commitment date given to the applicant for
addressing their issue is going to change. Example - A case where EDC for case
completion is given as X date however due to some reason the case is going to take
longer to close.
Insufficiency Identification & Fulfillment (Applicable for Applicant Assist position
under Applicant Support):
- Follow-up with the applicant as per prescribed schedule for fulfilling any pending
document requirements within the stipulated time.
Upselling (Applicable for the Upsell position under Applicant Support)
- Upsell premium services (Express & Assist) to potential applicants by proactively
engaging with them over proactive Live Chat.
- Convince applicants over ticket/chat/phone for upgrading their already submitted
application from regular to Express where there is a potential for early closure of a
case.
- Call up applicants that have been pending in-flight but not paid cases on a portal
with a view to help convert an unpaid application into a paid one, while pitching in
for premium services where applicable.
Eligibility Criteria
- Must be a graduate.
- Must have been with DataFlow for a minimum of 6 months.
- Excellent verbal and written communication skills required.
- Must have a thorough understanding of the DataFlow PSV process.
- Previous experience in customer service will be an added advantage.
- Should have good typing skills.
- Must have a flair for customer service.
Job Classification
Industry: MiscellaneousFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Customer Retention - Voice / BlendedEmployement Type: Full timeContact Details:
Company: DataflowLocation(s): Noida, Gurugram
Keyskills: Voice Process Communication Skills International BPO
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