Roadzen Assistance jobs - Operations Coordinator

The Operations Coordinator will be accountable for ensuring the delivery of the whole range of assistance services on a 24x7 basis to our clients as well as providing support to the Operations Manager on project implementation and staffing matters.

As a member of the operations team, the Senior Coordinator will be the first point of contact for the Customers, Service Providers, and Colleagues from other Alarm Centers.

• To ensure continuity of services to Roadzen Assistance clients by manning the telephone and other communication systems in the manner described in the Roadzen ASSISTANCE procedures according to client requirements.
• To document all matters related to each request for assistance using the forms and systems made available by the company to ensure continuity and consistency of service 24 hours a day.
• To take Roadside assistance calls, and allocate the nearest authorized service provider to provide emergency roadside assistance service.
• To contribute to the financial viability of the company by providing the billing department with updated billing instructions, providing the accounts department with relevant information on services providers/correspondents used, and securing payment prior to delivery of services to non-members.
• To maintain a conducive environment in the alarm Centre for the delivery of 24-hour services.
• To own and manage specific customer cases and programs assigned.
• To support shift leaders to achieve target service delivery and financial goals. (senior coordinators are shift leaders as well)
• To take all calls for private case requests and follow up on the case in a timely and professional manner.
• To update the excel sheet with the case details.
• To provide support to the Operations Manager on a range of projects, including process improvements or software implementation.
• Manage and put in records all inquiry communications from incoming calls and emails in the call management system and open case files, when necessary.
• Manage customers inquiries for the company's contracted services by determining eligibility and level of service required.
• Conduct research when needed on methods, providers, services, procedures, or any other information to ensure quality assistance to the customers.
• Communicate with service providers and /or inter-office worldwide to coordinate assistance for customers.
• Arrange such services in a professional and timely manner.
• Complete work assigned by the company on time or escalate to a colleague (s) working the following shift.
• Work in conjunction with the team and management to meet performance goals.
• Perform other office duties and administrative tasks as deemed required by the process from time to time.

Skills Required:-

• Possess good telephone etiquette organizational skills to do their job.
• Must have both written and verbal communication skills along with time management skills.
• Proficient with Microsoft Office (especially Excel and Word)
• Critical thinking and problem-solving.
• Flexibility for any shift requirements (Night shift will be work from home)
• Proven ability to work collaboratively with others
• Minimum graduate (any stream)
• Language preferred Mandatory (English & Hindi)

Compensation and benefits:-

• Starts from 15k to 20k depending upon a number of years of work experience and fulfillment of preferred skills.
• Perks and night shift allowances will be paid additionally over the normal take-home salary.
• Additional PF and ESI benefits to employees as per industry norms.