Job Description

Understanding TAT/SLA as agreed and produce results efficiently as expected.


Good quality must be maintained with all cases being handled.


Ensure all activities are completed within timescales and with a high degree of accuracy


Providing excellent service to both external and internal customers by adhering to all appropriate process and procedures.

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Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs

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Do

Support process by managing transactions as per required quality standards

+ Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
+ Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
+ Update own availability in the RAVE system to ensure productivity of the process
+ Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
+ Follow standard processes and procedures to resolve all client queries
+ Resolve client queries as per the SLA's defined in the contract
+ Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
+ Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
+ Document and analyze call logs to spot most occurring trends to prevent future problems
+ Maintain and update self-help documents for customers to speed up resolution time
+ Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
+ Ensure all product information and disclosures are given to clients before and after the call/email requests
+ Avoids legal challenges by complying with service agreements

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Deliver excellent customer service through effective diagnosis and troubleshooting of client queries

+ Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
+ Assist clients with navigating around product menus and facilitate better understanding of product features
+ Troubleshoot all client queries in a user-friendly, courteous and professional manner
+ Maintain logs and records of all customer queries as per the standard procedures and guidelines
+ Accurately process and record all incoming call and email using the designated tracking software
+ Offer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business
+ Organize ideas and effectively communicate oral messages appropriate to listeners and situations
+ Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

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Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

+ Undertake product trainings to stay current with product features, changes and updates
+ Enroll in product specific and any other trainings per client requirements/recommendations
+ Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
+ Update job knowledge by participating in self learning opportunities and maintaining personal networks

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Deliver

No

Performance Parameter

Measure

1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback


2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

Understanding TAT/SLA as agreed and produce results efficiently as expected.


Good quality must be maintained with all cases being handled.


Ensure all activities are completed within timescales and with a high degree of accuracy


Providing excellent service to both external and internal customers by adhering to all appropriate process and procedures.