Process Associate

Moveinsync Technology Solutions; Hyderabad; On-site; INR 240,000 - 360,000; Full time

Job summary

Moveinsync Technology Solutions in Hyderabad is hiring a Process Associate to join our support team. You will handle calls and emails, respond within SLAs, and document interactions according to SOPs.

The role requires excellent communication, problem-solving skills, and the ability to juggle multiple queries while maintaining quality and accuracy as part of a high-service environment.

Qualifications

• Self-motivated with strong communication and active listening.
• Ability to manage multiple queries while maintaining quality and SLA.
• Proficient in documenting interactions per SOP.

Responsibilities

• Receive calls, emails, and trip feedback; respond within defined SLAs.
• Document information following SOPs.
• Categorize requests by type and criticality per SOP.
• Identify RCA and action items; note them in internal records.
• Follow up with owners on RCA outcomes to define actions.
• Respond to employees/customers with effective resolutions.
• Monitor resolution for a day if required; ensure closure.
• Participate in real-time quality checks for every call.

Skills

Phone & verbal communication

Active listening

CRM systems

MS Excel

MS Office

PowerPoint

Multitasking

Problem-solving

Time management

Tools

CRM software

Job description

We're Hiring

About the Role:

We are looking for a self-motivated Process Associate to join our team. The ideal candidate will have strong communication skills, a problem-solving mindset, and the ability to manage multiple queries efficiently while maintaining quality and SLA standards.

Skills & Expertise:

• - Self-motivated with strong phone and verbal communication skills, along with active listening
• - Familiarity with CRM systems and practices
• - Proficiency in MS Excel, MS Office, and PowerPoint
• - Strong multitasking, problem-solving, and time management skills

Roles & Responsibilities:

• - Receive calls, emails, and trip feedback, and send an initial response within defined SLAs
• - Document all information as per Standard Operating Procedures (SOP)
• - Categorize and label each request by type and criticality as per SOP
• - Identify Root Cause Analysis (RCA) and action items, documenting them in internal notes to break down issues and understand root causes (guidelines available in SOP)
• - Follow up with the relevant owner on RCA outcomes to determine action items
• - Respond to employees/customers with the best possible resolution
• - Monitor resolution for a day (if required) before closing the ticket
• - Participate in real-time quality checks for every call