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Service Delivery

2.00 to 7.00 Years   Delhi   08 May, 2020
LEGAL MEDIA GROUP
Job LocationDelhi
EducationNot Mentioned
SalaryNot Disclosed
IndustryLegal
Functional AreaSales / BDTechnical Support / Helpdesk
EmploymentTypeFull-time

Job Description

Description

As a member of the Service Delivery Support team, you will directly support our global CIBTvisa operations, providing timely and accurate administrative and client support in order to meet internal metrics and deliver on our customer commitment. You will be directly responsible for supporting E-Visas, Form Fill/Doc Prep, Photo Editing and other related Service Delivery functions.

You will have a commitment to following standards of work, ensuring a consistent and compliant experience for our clients and internal constituents, meeting the outlined deliverables within the Service Level Agreement (SLA). In addition, you will work collaboratively across departments and within your designated team, responding to business demands.

Duties and Responsibilities

  • Provide courteous and professional service to clients
  • Respond to emails within SLA and in a timely and professional manner
  • Send documents, order forms and associated instructions to clients
  • Provide clear and direct guidance to customer inquiries
  • Handle and resolve customer email requests
  • Provide status checks based on client requests
  • Adhere to standards of work, policies, service best practices and security protocols
  • Ensure the appropriate handling of documents
  • Review and correct own work; request assistance as needed
  • Document and update system records, using technology efficiently
  • Provide clear and concise information on all active files
  • Provide consistent service to both internal clients and service delivery teams
  • Maintain knowledge of expected KPI s and work towards successful accomplishment
  • Keep self-informed and educated on all changes in business that impact quality of service provided
Teamwork and Collaboration
  • Collaborate with colleagues across departments
  • Adapt to changing business needs
  • Assist others as needed
  • Maintain standards of conduct
  • Research required information using available resources
  • Maintain knowledge of products and services
  • Process research on visa requirements

Team members will be evaluated on the following KPI s.

  • Photos verified per day against embassy requirements
  • Clarity and instruction to clients on how to remedy unverified photo
  • Customer feedback on chat sessions
  • Number of e-visas completed in designated timeframe
  • Response times .handling time .
  • ETC
Education and Experience
  • College degree with a minimum of 2 years administrative, data entry of date entry quality control experience; experience working in a Service Center a plus
  • Proficiency/fluency of English language, spoken and written
  • Computer literacy
    • Ability to navigate multiple programs and systems with ease
    • Experience with Outlook, data base management, records retention and/or record management software
    • Capable of learning new systems
  • Data entry/typing skills must include accuracy and speed
  • High level of concentration and patience; ability to remain focused and on task
  • Problem solving mind-set
  • Commitment to working with clients in order to deliver the highest level of customer service
  • Ability to follow process flows and standards of work; prioritize and organize work
  • Work in team environment while being an individual contributor
  • Excellent attention to detail; ability to review and correct own work and quality check documents with speed and accuracy
  • Ability to be flexible with scheduling based on business needs
,

Keyskills :
qualityofservice workingwithclients dataentry photoediting qualitycheck servicelevel clientsupport qualitycontrol problemsolving customerservice servicedelivery englishlanguage processresearch computerliteracy securityprotocols databasemana

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