1853 Customer Queries Jobs - Page 34

> 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 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 SLAs 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 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 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 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 Mandatory Skills: Provider Inbound.

Job description Urgent Hiring for International Customer Service Specialist Experience : Minimum 2 years experience into international voice, customer support, chat or email. (should have exp. into banking industry, fintech or financial) CTC : Good hike in current CTC. Notice : Maximum 30 days Notice period. Working days & shift : Rotational shifts and rotational week off. Interested candidates can share their resume below mention mail id : harshita.sen@tdcx.com or 9098529507 Who are we looking for? Candidate must possess at least Bachelor's Degree, Professional Degree, Master's Degree in any field. To be successful in the role, you should have a keen interest in the e-Payment/Finance related field, love working in a customer-focused environment and enjoy investigative and problem resolution duties. Provide exceptional service to E-payment users via phone, chat, and email. Build strong relationships with team members and e-Payment users. Investigate user issues, discover bugs, and resolve them as soon as feasible. Advocate for users and share best practices with the team to continuously enhance our processes. Update the internal knowledge base when you learn something new. Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the ISO9001 and ISO 18295-1 Quality Management System of TDCX. Who is TDCX? Singapore-based TDCX is a global business process outsourcing (BPO) leader, offering advanced customer experience (CX) solutions, sales and digital marketing services, and content moderation. It caters to industries such as digital advertising, social media, e-commerce, fintech, gaming, healthtech, media, technology, and travel & hospitality. TDCXs smart, scalable approachdriven by innovation and operational precisionpositions it as a key partner for companies targeting tangible outcomes. With more than 20,000 employees across 39 locations worldwide, TDCX delivers robust coverage across Asia, Europe, and the U.S. Visit www.tdcx.com for more info.

Interested Candidates may connect to Ms.Raminder Kohli-9354648803 Company Overview: Transcom is a global leader in customer experience solutions, providing high-quality customer support and sales services for some of the most respected brands in the world. At Transcom, we deliver excellence through innovative customer interaction, operational expertise, and a deep understanding of our clients needs. Job Overview: We are hiring Customer Sales & Support Associates to handle domestic voice and chat processes, including sales-driven projects like PhonePe. The ideal candidates will engage proactively with customers, provide resolution to their queries, assist with transactions, and drive customer satisfaction and conversions through strong communication and service delivery. Key Responsibilities: Handle inbound and outbound voice calls and chat interactions for customer support and sales. Provide high-quality resolutions for queries related to services, transactions, or product inquiries. Actively engage with customers to promote services/products and meet sales targets where applicable. Deliver excellent service while maintaining a customer-first approach. Maintain accurate customer interaction records in internal systems. Communicate clearly and professionally in English and Hindi. Eligibility Criteria: Education: Graduate (any stream) Mandatory Experience: Freshers are welcome. Candidates with experience in customer support, telesales, or BPO will be preferred Skills Required: - Strong verbal and written communication skills in English and Hindi - Basic computer knowledge and ability to multitask - Customer-focused attitude with problem-solving skills - No major grammatical or pronunciation issues Work Schedule: 6 Days Working with 1 Rotational Off Shift Timing: 8 AM to 10 PM (Rotational) Female candidates: Day shifts only (up to 8 PM) Salary & Benefits: CTC: 20,000-25,000 per month (Based on experience and role) Transport: Two-way cab facility provided Career growth and internal promotion opportunities Work with a globally recognized BPO brand Dynamic and inclusive work culture with training support Ready to join a team that values customer relationships and professional growth? Apply now and grow your career with Transcom!

Explore a diverse variety of listings tailored precisely to suit your unique lifestyle needs. Make outbound calls to potential customers to promote products, services, or gather information as per campaign requirements. Answer inbound customer queries, resolve complaints, and provide accurate information in a professional manner. Maintain detailed records of calls, conversations, and customer feedback using CRM or call tracking systems. Follow call scripts and comply with regulatory and company standards for customer interaction. Generate leads, schedule appointments, and transfer qualified leads to the sales or support teams. Meet daily and monthly call targets and conversion goals as defined by the management.

Roles and Responsibilities Handle customer queries via phone calls, emails, and chats to resolve their concerns in a timely and professional manner. Manage grievances and escalate complex issues to senior team members or supervisors when necessary. Resolve customer complaints by providing effective solutions, alternatives, or refunds as per company policies. Collaborate with internal teams to ensure seamless resolution of customer issues. Life Insurance experince is mandatory.

Roles and Responsibilities Handle customer queries via phone calls, emails, and chats to resolve their concerns in a timely and professional manner. Provide accurate information about products/services to customers through various channels (phone, email, chat). Maintain records of all interactions with customers using CRM software. Identify opportunities for upselling/cross-selling relevant products/services based on customer needs. Escalate complex issues to senior team members or supervisors when necessary. Desired Candidate Profile 0-4 years of experience in BPO/call center environment handling international voice process. Excellent English verbal and written communication skills is a must. Strong customer handling skills with ability to handle multiple tasks simultaneously.

Job Description: We are looking for a dedicated Customer Support Officer to handle customer queries, provide solutions, and ensure a seamless service experience. The role involves resolving customer concerns via calls, emails, or chats while maintaining professionalism and efficiency. Key Responsibilities: Respond to customer inquiries promptly and professionally. Provide accurate information and resolve issues effectively. Maintain records of interactions and escalate complex queries when necessary. Ensure customer satisfaction through excellent communication and problem-solving skills.

Job Summary: 1. Candidates with diploma or Graduates in Engineering/ science/management with 5 years of similar experience. 2. Experience in handling customer queries in product based organization preferred. 3. Job profile is to ensure good after sales service of company products by attending to quality complaints sales queries -promptly and resolving customer queries. 4. Able to manage the team of sales and service department to ensure customer satisfaction.

We are looking for customer support head with following requirements. Job Summary: Male or female candidates with diploma or Graduates in Engineering/science/management with 5 years of similar experience. Eexperience in handling customer queries in product based organization preferred. Job profile is to ensure good after sales service of company products by attending to quality complaints sales queries -promptly and resolving customer queries. In and around Banashankari, Jayanagar, Basavagudi, Chamrajpet, kumarswamy layout . Able to manage the team of sales and service department to ensure customer sationsfaction.

Role & responsibilities :- To take calls, chats & handle back office work promptly within agreed timescales and in line with agreed process and procedures. •To ensure prompt and accurate information being provided with appropriate resolution •To achieve operational targets as defined by for the process •To maintain queue levels to agreed SLA targets levels •To achieve and maintain a good knowledge/capability of BT systems. •When dealing with customers aspire to deliver an excellent customer experience via. Chats, back office or on calls. •To highlight to queue owners, line management and offline support teams any issues in the queues that may affect customer satisfaction and share best practice within the team and across Digital Care team Preferred candidate profile Provide Experience in customer service in a Call Centre environment • Excellent English verbal and written language skills along with good typing (minimum 40 speed) and multitasking skills • Good questioning and listening skills • Good empathy and customer ownership skills • Good cross-cultural awareness to be able to effectively communicate with UK customers • Good objection handling/diffusing/complaint handling skills • Good customer interaction skills with the ability to recognise the customers needs • Good self-management (Attendance/Break Management/Adherence/AHT/Wrap)

Job Summary: 1. Candidates with diploma or Graduates in Engineering/ science/management with 5 years of similar experience. 2. Experience in handling customer queries in product based organization preferred. 3. Job profile is to ensure good after sales service of company products by attending to quality complaints sales queries -promptly and resolving customer queries. 4. Able to manage the team of sales and service department to ensure customer satisfaction.

Job Summary: 1. Candidates with diploma or Graduates in Engineering/ science/management with 5 years of similar experience. 2. Experience in handling customer queries in product based organization preferred. 3. Job profile is to ensure good after sales service of company products by attending to quality complaints sales queries -promptly and resolving customer queries. 4. Able to manage the team of sales and service department to ensure customer satisfaction.

Job Title: Customer Support Executive – International Voice Process Location: Bangalore Shift: US Shift (Night Shift) Working Days: 5 Days Working, 2 Days Off Package: Up to 5.75 LPA Contact: HRMayur -7357769199

Process-Customer service related to vehicle insurance(Inbound/Outbound) Shift-Day shift Week off-1 rotational off Location-Vashi Salary-Fresher upto 14k Experience-Upto 22k Qual-HSC/Graduate Fresher & Experience

Role & responsibilities Put customer needs first, be energetic and provide first call resolution (FCR) to all the customers. Be a first point of contact to handle and resolve customer enquiries with accurate information. Evaluate problems of the customers and provide logical lasting solutions. Identify and escalate issues appropriately and ensure a timely response. Ensure best in class customer satisfaction (CSAT) Support customer on multiple channels (Voice, Email, Chat) and verifying information as per process. Educate customers on procedures, and processes to ensure the interaction is valuable to the customer. Ensure escalations are followed up within specified timeline. Go the extra mile to WOW each Customer you connect with Build customer loyalty by follow-up of customer calls. Enhances the customer experience by providing sales information assistance, through use of up/cross-selling, sales techniques. Generate customer interest in the services or products offered by the company. Schedule adherence as per business requirements Works effectively within the team and contributes to a healthy team-oriented environment. Completes assigned tasks within given deadlines. Preferred candidate profile Minimum 1 years of Contact Centre experience in a Soft Skill driven environment Good English language skills required. Excellent communication skills both written (Email/Chat) and verbal (Voice) Good problem-solving skills Strong interpersonal and organizational skill Good computer skills in all MS Office packages Comfortable to work within an agile team.

Order Processing: Review & validate orders in SAP | Coordinate with logistics Support: Assist sales & customers | Resolve order issues System & Docs: Update SAP | Maintain records | Track & escalate delays

Note: - Suitable and Interested can apply directly to our posting on Naukri.com or email us on work@tpvindia.com with below required details for further shortlisting & interview process - Do Not call us directly ; - Shortlisted candidates will be mailed thru Naukri.com or will be contact by our HR - Below details to be mailed to work@tpvindia.com - Updated CV - Profile / Role applying for : - Full Name : - Age: - Residence Location : - Current Salary : - Expected Salary : - Notice period : - Reason for change : Job Details as per below : Roles and Responsibilities: - Customer Service executive - Attend incoming customer calls for any queries or any requirements - Our Customer base is B2B segment like Real estate developers and contractors, Contractors for government infrastructure projects, Industries, Sub dealers, etc... - Products we deal in Cement & other building materials used in construction - Quotation & follow up - Order processing - Monitoring Orders continuity - Receivables follow up - Mailing of Statements, etc... - Other back office & admin work Desired Candidate Profile : - Residence: in the radius of 30 kms of Panvel - Good Communication & Convincing skills - Good drafting in English - Good knowledge of Excel / Word - Good typing speed Salary : 25,000 to 30,000 per month Work timing : Monday to Saturday - 10 am to 7 pm

Job tittle; Customer Service/ support head; Our organization is dealing with quality control and materials testing instruments for the textille industry in India and abroad. We are looking for customer support head with following requirements. Job Summary: Male or female candidates with diploma or Graduates in Engineering/science/management with 5 years of similar experience. Eexperience in handling customer queries in product based organization preferred. Job profile is to ensure good after sales service of company products by attending to quality complaints sales queries -promptly and resolving customer queries. In and around Banashankari, Jayanagar, Basavagudi, Chamrajpet, kumarswamy layout . Able to manage the team of sales and service department to ensure customer sationsfaction.

Hello Jobseekers Location: NOIDA, GURUGRAM Position: Customer Service Executive We are hiring enthusiastic and customer-focused individuals for a Customer Service role in NOIDA & GURUGRAM location Eligibility: Any Undergraduate or above can apply. Any Fresher or Experienced can apply. Should have excellent communication in ENGLISH Salary - Noida - Upto 27K CTC Gurugram - Upto 30K CTC Plus Other Corporate Incentives Key Responsibilities : Handle inbound/outbound calls or chat interactions with customers Provide accurate information regarding products and services Address customer queries with professionalism and empathy Ensure high levels of customer satisfaction and issue resolution Maintain a courteous and positive attitude at all times Contact Us to Apply: Tamanna: 73550 13912 Fauzia: 95699 02470 Apply now and become a part of our winning team! Best regards, Tamanna Akhtar Shiningstars ITPL

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 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 SLAs 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 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 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 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 Mandatory Skills: Investment Banking(Loans).

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 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 SLAs 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 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 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 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 Mandatory Skills: Health and Welfare (HW).

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. 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 SLAs 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 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 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 Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completedMandatory Skills: Institutional_Finance_Buy_Side_Others. Experience8-10 Years.

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 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 SLAs 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 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 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 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 Mandatory Skills: Provider Inbound.

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 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 SLAs 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 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 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 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

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 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 SLAs 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 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 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 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 Mandatory Skills: Investment Banking(EM).