Operations Coordinator jobs in India at Roadzen Assistance India Pvt. Ltd

Responsibilities:

The Operations Coordinator is 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 a 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 Road side assistance calls, and allocating nearest authorized service provider to provide emergency road-side assistance service.
To contribute to the financial viability of the company by providing the billing department with updated billing instructions, by providing the accounts department with relevant information on services providers/correspondents used and by 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 in the case in a timely and professional manner.
To update 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 enquiry communications from incoming calls and emails in the call management system and open case files, when necessary.
Manage customers’ enquiries 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-offices worldwide to co-ordinate assistance for customers.
Arrange such services in a professional and timely manner.
Complete work assigned by the company on time or escalate to 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 and Credentials 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
Proven ability to work collaboratively with others
Experience in a similar industry will be preferred over a fresher
Minimum graduate (any stream)
Language preferred – Mandatory (English & Hindi)
Compensation and benefits:
Starts from 15k – 20k depending upon number of years of work experience and fulfillment of preferred skills .
Perks and night shift allowances will be paid additional over the normal take home salary.
Additional PF and ESI benefits to employees as per industry norms.

RoadZen Road-side assistance service brings to its clients & their customers a comprehensive range of breakdown and accident management solutions that can be custom made to meet different requirements in the most efficient manner.

Roadzen is simplifying auto insurance using technology and artificial intelligence. Roadzen Assistance has a pan India network of service providers that help users resume mobility in the event of a vehicle breakdown in a rapid and reliable manner. We deliver standard roadside assistance services like, vehicle repair, recovery and onward travel to our users, ensuring top quality service provision and careful attention to customer needs throughout.