Process Associate

Job Title: Process Associate/Analyst – (Email and Email + Voice)

Location:

Work Type:

Experience:

Role Overview:

We’re seeking experienced and customer-focused professionals to manage voice and email-based support. This hybrid role blends frontline customer service with process optimization, quality control, and performance reporting.

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For Associates (6 Months – 2 Years of Experience)

Key Responsibilities:

• Respond to customer queries via email and voice channels promptly and professionally.
• Document interactions in CRM tools (Zendesk, Freshdesk, Salesforce, Outlook).
• Resolve issues within defined SLAs and escalate as needed.
• Follow standard scripts/templates and communication guidelines.
• Support a high-quality customer experience with empathy and accuracy.

Required Skills:

• 1–2 years in BPO/email/voice support roles.
• Strong written and spoken English with neutral accent.
• Familiar with email/ticketing platforms and basic MS Office (Excel, Word).
• Good typing speed, multitasking ability, and customer-centric mindset.
• Willingness to work rotational shifts (including nights/weekends).

For Senior Executives / Analysts (2 – 4 Years of Experience)

Key Responsibilities:

• Lead by example in resolving complex queries via voice/email.
• Monitor team metrics (CSAT, AHT, FRT, quality) and coach junior agents.
• Optimize workflows, templates, and escalation processes.
• Conduct quality checks and support onboarding/training of new joiners.
• Analyze support data, identify gaps, and suggest process improvements.
• Collaborate with internal teams for issue resolution and client updates. '

Required Skills:

• 2–4 years of experience in customer support (voice/email) within BPO or shared services.
• Strong communication, reporting, and analytical skills.
• Proficient in CRMs like Zendesk/Freshdesk/Salesforce and MS Excel/Sheets.
• Experience in quality audits, coaching, or SLA-based operations.
• Exposure to process improvement (Lean/Six Sigma) is a plus.

Perks & Benefits:

• Competitive salary + performance incentives & shift allowances
• Health insurance & wellness programs
• Meal facility provided for employees working onsite.
• Training, certifications, and internal growth opportunities
• Recognition programs & a collaborative work culture

About Indium

Indium Tech is a next-gen digital engineering company driving innovation across Application Engineering, Generative AI, Data & AI, Cloud & Product Engineering, Intelligent Automation, Low-Code Development, Gaming, and Quality Engineering.

With over 25 years in the industry and a vibrant team of 5,000+ professionals across India, Indium is trusted by global enterprises to deliver cutting-edge digital solutions. Our expertise has earned us recognition from Forbes as one of the Top AI Products and Clutch a Top Data Analytics Company, and ISG as Strong Contender in Data Science Services.

We're proud to be Great Place to Work certified and ranked on the Inc. 5000 list of America's fastest-growing companies.

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