Analyst

The role aims to provide efficient technical support to the process and address client issues either directly or by escalating them promptly to meet process SLAs. You will be responsible for managing transactions according to quality standards, handling incoming help requests from clients courteously via phone and email, and documenting relevant end user information and problem details. Updating your availability in the RAVE system to ensure process productivity and recording all queries, steps taken for problem-solving, and resolutions achieved are also key responsibilities. You will need to follow standard procedures to resolve client queries within the defined SLAs, leverage internal knowledge bases and resources for effective problem resolution, and familiarize yourself with product details to enhance client interaction. Analyzing call logs to identify trends, updating self-help documents for customers, and escalating critical client issues to the Team leader when necessary are vital tasks. Ensuring customers are provided with all necessary product information and disclosures before and after their queries are essential to avoid legal challenges. Your role also involves delivering exceptional customer service by diagnosing and troubleshooting client queries, guiding users through solutions, and assisting them in navigating product menus. Maintaining records of customer queries, processing incoming calls and emails accurately, and offering alternative solutions to retain customers are important aspects of the role. Effective communication of ideas and making scheduled call backs to customers to gather feedback and ensure compliance with SLAs are also part of your responsibilities. To maintain superior customer service levels, you will undertake product trainings to stay updated on features, changes, and updates, participate in self-learning opportunities, and collaborate with team leaders to enhance training themes and learning issues. Monitoring and improving performance parameters such as cases resolved per day, compliance with quality standards, productivity, and customer feedback will be crucial for operational excellence and client satisfaction.,