Core & CCA

The Core & Customer Care Associate (CCA) at Atlas Transformers India Limited (Por, GIDC) is a pivotal role responsible for maintaining operational workflow and delivering exceptional customer service. Your main responsibilities include addressing customer queries and issues across various communication channels, ensuring customer satisfaction, and upholding service quality standards. To excel in this position, you must possess strong interpersonal skills, problem-solving abilities, and maintain a high level of professionalism. Your duties involve: - Interacting with walk-in customers, answering phone calls, and responding to digital communication promptly and professionally. - Providing detailed information on products, services, policies, and promotions to customers. - Educating customers on new features and changes in services, as well as assisting with account creation, maintenance, and troubleshooting. - Maintaining accurate records of customer interactions and transactions using CRM tools. - Assisting in core back-office functions, ensuring compliance with internal policies and external regulations. - Supporting daily administrative operations and collaborating with cross-functional teams for seamless service delivery. - Identifying areas for improvement in customer service delivery and ensuring compliance with internal policies and regulatory guidelines. - Collaborating with the customer care team, sales, and technical support to resolve issues and improve products and services. - Demonstrating excellent communication skills, active listening, conflict resolution, multitasking, and time management abilities. - Possessing knowledge of CRM systems, MS Office tools, and maintaining a professional and empathetic attitude towards customers. Qualifications: - Bachelor's degree in Business Administration, Commerce, or related field preferred. - 3 years of experience in customer service or operational roles preferred; fresh graduates with strong communication skills may also apply. - Familiarity with the company's industry and products/services is a plus. 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 hours; extended hours may be required during peak periods. - May involve shifts or weekend support based on customer service hours. Growth & Development: - Opportunities for advancement into supervisory roles, operations management, or specialized customer relationship management roles. - Access to internal training and development programs.,