About the Role
We are looking for a motivated and detail-oriented *Process Associate* to join our Operations team. The candidate will be responsible for coordinating service and warranty-related processes, handling customer and partner communication, monitoring service requests, and ensuring timely closure of assigned cases.
## Key Responsibilities
* Manage and coordinate end-to-end service and warranty claim processes.
* Receive, verify, and process service requests and assigned leads.
* Coordinate with customers, service centers, partners, and internal teams.
* Assign and monitor daily service leads through the company application/portal.
* Follow up on pending cases and ensure timely resolution as per TAT.
* Maintain accurate records of service requests, status updates, and closures.
* Coordinate pickup, repair, replacement, dispatch, and delivery activities where applicable.
* Track pending cases and proactively follow up with concerned stakeholders.
* Update real-time status in internal systems and maintain proper documentation.
* Escalate delays, discrepancies, or customer issues to the appropriate team.
* Prepare daily/weekly operational reports as required.
* Ensure compliance with company processes and service quality standards.
## Required Skills
* Good communication and interpersonal skills.
* Basic knowledge of MS Excel / Google Sheets.
* Good follow-up and coordination skills.
* Ability to work with multiple tasks and deadlines.
* Strong attention to detail.
* Problem-solving and decision-making ability.
* Willingness to learn new software and operational processes.
* Ability to work effectively in a team.
## Preferred Skills
* MBA / Business Administration background.
* Previous experience in customer support, operations, service coordination, or warranty processing.
* Knowledge of CRM / ERP / service management portals.
## Key Performance Indicators
* Timely case processing and closure.
* TAT adherence.
* Accuracy of system updates and documentation.
* Effective follow-up and coordination.
* Customer and partner service quality.
Work Location: In person
