Core & CCA

Job Type:Full-time / Permanent

Location:

Atlas Transformers India Limited (Por,GIDC)

Prefeered Experience

: 2 to 3 Years in Transformer Industry

Job Summary

Key Responsibilities

Customer Service Responsibilities:

• Attend to walk-in customers, phone calls, and digital communication channels (email, chat, etc.).
• Respond promptly to customer inquiries and resolve complaints professionally.
• Provide detailed information about products, services, policies, and promotions.
• Educate customers on new features, upgrades, and changes in services.
• Handle customer account creation, maintenance, and troubleshooting.
• Follow up to ensure complete resolution of issues and customer satisfaction.
• Maintain accurate records of customer interactions and transactions in CRM tools or service logs.
  

Core Operational Responsibilities

• Assist in core back-office functions including documentation, transaction verification, and report generation.
• Ensure all core processes and procedures are followed in compliance with internal policies and external regulations.
• Support daily administrative operations and assist other departments when necessary.
• Monitor and update customer information and ensure data accuracy and confidentiality.
• Coordinate with cross-functional teams to ensure seamless service delivery.
  

Process Improvement & Compliance

• Identify areas for improvement in customer service delivery and suggest solutions.
• Ensure compliance with all internal policies, standard operating procedures (SOPs), and regulatory guidelines.
• Participate in internal and external audits as required.
  

Team Collaboration

• Work closely with the customer care team, sales, and technical support to resolve issues.
• Share customer feedback with relevant departments to help improve products and services.
• Contribute to a positive team environment and support team initiatives and projects.
  

Key Skills & Competencies

• Excellent verbal and written communication skills
• Strong interpersonal and active listening skills
• Conflict resolution and problem-solving ability
• Multitasking and time management
• Attention to detail and accuracy
• Knowledge of CRM systems and MS Office tools
• Professional attitude and appearance
• Empathy and customer-first mindset
  

Qualifications

• Bachelor’s degree in Business Administration, Commerce, or related field preferred
• Prior experience in customer service, operations, or related role is advantageous
• Familiarity with the company’s industry and product/services is a plus
  

Work Experience

• 0–3 years of experience in customer service or operational roles
• Fresh graduates with strong communication and customer handling skills may also apply
  

Key Performance Indicators (KPIs)

• Customer Satisfaction Score (CSAT)
• First Call Resolution Rate (FCR)
• Average Handling Time (AHT)
• Service Level Agreements (SLA) compliance
• Accuracy in data entry and documentation
• Customer retention and complaint resolution rate
  

Working Conditions

• Office-based work with standard working hours; extended hours may be required during peak periods
• May involve shifts or weekend support based on customer service hours
  

Growth & Development

• Opportunities to progress into supervisory roles, operations management, or specialized customer relationship management roles
• Access to internal training and development programs