Case & Communications Management

RAPSYS TECHNOLOGIES PTE. LTD.; Mumbai; On-site; INR 200,000 - 400,000; Full time

Job summary

A technology solutions provider in Mumbai is seeking an Executive to manage day-to-day operations across various communication channels. The role requires strong attention to detail and the ability to adhere to SOPs. Responsibilities include handling customer queries via email and WhatsApp, processing IVR data, and conducting onboarding calls. Graduates with good communication skills and a willingness to learn are encouraged to apply. Compensation ranges from ₹2 to ₹4 LPA, with freshers considered.

Qualifications

• Graduate in any discipline, additional certifications are a plus.
• 0–2 years of experience, freshers can apply.

Responsibilities

• Handle customer queries via email with SOP-driven responses.
• Manage WhatsApp communication ensuring professional interactions.
• Process IVR data and initiate callbacks.
• Monitor and respond to queries across communication channels.
• Conduct new user onboarding calls.
• Update internal systems and maintain accurate case records.
• Upload and manage documentation while ensuring accuracy.
• Ensure tasks are completed within defined TAT.
• Follow standard operating procedures strictly.

Skills

Written and verbal communication skills

Attention to detail and accuracy

Ability to follow SOPs

Basic understanding of handling emails and calls

Ability to work in a fast-paced environment

Basic knowledge of Excel

Tech-savvy

Willingness to learn

Education

Graduate in any discipline

Job description

Executive – Case & Communications Management

Location: Mumbai
Employment Type: Full-time | Work from Office
Working Days: 5 Days (Saturday & Sunday Fixed Off)

Role Overview

We are looking for a disciplined and detail-oriented Executive to manage day-to-day operational tasks across multiple communication channels including email, WhatsApp, calls, and system platforms.

This role requires strict adherence to SOPs, strong attention to detail, and the ability to manage high volumes of tasks while maintaining accuracy and defined turnaround times (TAT). The candidate will play a key role in ensuring seamless case handling, communication, and documentation.

Key Responsibilities

• Handle customer queries via email with accurate and SOP-driven responses
• Manage WhatsApp communication ensuring timely and professional interactions
• Process IVR data including downloading, reviewing transcripts, and initiating callbacks where required
• Monitor and respond to daily queries across multiple communication channels
• Conduct new user onboarding calls and route cases as per defined processes
• Update internal systems and maintain accurate case records
• Upload and manage documentation (file naming, saving, zipping, and basic data handling such as CSV creation)
• Ensure all tasks are completed within defined TAT with high accuracy and zero errors
• Follow standard operating procedures strictly without deviations

Eligibility & Qualifications

• Graduate in any discipline (additional certifications are a plus)
• Experience: 0–2 years (Freshers can apply)

Required Skills

• Excellent written and verbal communication skills
• Strong attention to detail and accuracy
• Ability to follow SOPs strictly
• Basic understanding of handling emails, calls, and documentation
• Ability to work in a fast-paced, TAT-driven environment
• Basic knowledge of Excel and operational tools
• Tech-savvy with the ability to work across multiple systems
• Willingness to learn and adapt to new processes

Compensation

• CTC: ₹2 – ₹4 LPA