SRM Operation Moderator | FINJO N909

MODERATOR Role/ Responsibilities: 1. SRM Operation: • Operate the Enable/Enable Plus platform on the Service Request Management System (SRM). • Man the Command Centre (Control Room) and remain alert to handle any emergency or service requests on the Enable/Enable Plus platform. 2. Emergency Coordination: • Act as an online moderator to coordinate assistance for clients during emergencies. • Mobilize listed relatives, friends, and family members to provide the necessary help. 3. Client Onboarding: • Enter client details such as KYC, Neighbors and Kins, First Responders, Nearest Hospital, Police Station, Fire Station, Medical Disabilities, Insurance Policy, Allergies, Metal Implants, and other relevant information into the SRM during onboarding. 4. Request Handling: • Understand the nature of the request by connecting with the client via Zoom call. • Coordinate among listed kins and neighbors to manage the situation effectively. 5. Communication Skills: • Exhibit excellent diction and command over both English and Hindi languages. 6. Analytical Skills: • Possess an analytical mind and logical thinking. 7. Collaboration: • Share common space with the Care SRM operator. • Assist the Care Operator when there is no activity on the Enable SRM. 8. Training and Redundancy: • Be fully trained in handling Care SRM. • Capable of managing emergencies for the Care Model as well. 9. Professionalism: • Maintain a high level of professionalism when engaging with both existing and new clients. • Actively inform and engage customers by delivering relevant product information. 10. Documentation: • Thoroughly document every customer interaction and relevant information in the company's systems. Requirements: • Language Proficiency: • Proficient in both English and Hindi with excellent communication skills. • Empathy and Composure: • Display empathy and remain calm and composed, even in high- pressure situations. • Provide focused attention to customers concerns before responding. • Experience: • Minimum of 1 year of experience in the Contact Centre Industry or Customer Experience is required. • Experience in Emergency Care/Health & Wellness is advantageous. • Record Maintenance: • Maintain clear and organized records of data activities. • Continuously update the database with any changes in contact numbers, addresses, or other relevant details. • Client Assistance: • Assist clients in entering their personal, family, medical, and other KYC details as required by the App. • Provide support through screen share or voice assistance. • Call Management: • Complete a minimum of 100 calls daily. • Update details in a Google sheet for review. • Qualifications: • Graduate degree is required. • Versant-5 certification in English is mandatory. • Shift Timing- Rotation in three shifts as under:- • 0800- 1700 • 1200- 2300 • 2300- 0800 We look forward to welcoming a dedicated and skilled professional to our team. If you meet the above qualifications and are passionate about providing exceptional customer support, we encourage you to apply.

Responsibilities

Proficient in both English and Hindi with excellent communication skills; Minimum of 1 year of experience in the Contact Centre Industry or Customer Experience; Experience in Emergency Care/Health & Wellness is advantageous; Graduate degree; Versant-5 certification in English