Role & responsibilities

Financial (Direct ownership)

• Carry out the move based on the payment terms with 100% collections as per TAT
• Prepare a detailed and accurate cost estimate in the ReloSmart system
• Bill the files as per the TAT
• Price lanes / moves as per OFS (Order for service) received from RMCs and provide feedback to the pricing team. Monitor and take corrective actions on lanes priced or to be priced.

Operational (Direct ownership)

• Resolve service escalations on a daily basis
• Act as the SPOC for the shipper, Origin Agent and Destination Agent to execute the relocation requirement end-to-end right from enquiry to billing
• Document SLAs for agent partners and monitor them on a regular basis
• Maintain SLAs and TATs as per RMC guidelines
• Ensure all updates are recorded as per RMC guidelines offline as well as online

Customer (Direct ownership)

• Provide periodic status updates to the shipper on the progress of the move and when requested additionally by the shipper.
• Analyze customer responses and initiate proactive actions to ensure customer satisfaction and continued loyalty.
• Achieve the benchmarked customer delight scores through superior level of service standards in all email / telephonic interactions with customer
• Liaison with shippers/Agents/ RMCs to address their queries and ensure timely addressal of customer concerns

Role: Service Delivery Associate

Industry Type: Facility Management Services

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Service Delivery

Education

UG: Any Graduate

About company

Information Management is the science of safe, secure and organised retention of data, media and documents such that information contained therein is retrievable "online" or physically whenever and wherever needed. Writer Information Management Services - a business division of Writer Corporation has been in operation since 1987. We have grown into Indias largest and most comprehensive Information Management Company and one of the fastest growing in Asia.

Our capabilities span the entire lifecycle of your data with Enterprise Content Management services that includes Business Process Services, Secure Storage Services, Cloud and Data Services and Digital Solutions.This has helped us to serve the growing and evolving Information Management needs of over 3000 customers across India. We deliver these solutions on site and off site in our 28+ Information Management centers across 16 locations in India. We have created a capacity of more than 12 million square feet of storage space and more than 750+ seats of Business Processing centres. Each of these facilities boast of the latest fire detection and protection systems ranging from humidity, temperature and dust control, 24/7 security, water hydrant and gas based suppression systems, CCTV surveillance, ISO certified Information security standards etc. which are audited independently.

Our facilities are purpose built to allow you to store and manage documents, servers, data tapes and also secure processing rooms to scan, index and process information. All our facilities are on a Wide Area Network (WAN) with built in Disaster Recovery redundancies (primary and secondary) to enable zero downtime. The facilities are ISO 9001 and ISO 27001 certified, also the Business Process Services and Secure Storage Services have been appraised for SVC 1.3 Level 5 of the CMMI Institutes Capability Maturity Model Integration (CMMI). Our certifications are a testimony of our rigorous focus on quality and our passion to deliver world class services to our valuable customers.