Job
Description
Role Overview: You will be responsible for providing effective technical support to the process and actively resolving client issues directly or through timely escalation to meet process SLAs. Your main tasks will include managing transactions as per required quality standards, fielding all incoming help requests from clients via telephone and/or emails, documenting all pertinent end user identification information, updating your availability in the RAVE system, recording and tracking all queries received, following standard processes and procedures to resolve client queries, accessing and maintaining internal knowledge bases to provide effective problem resolution, identifying product details to facilitate better client interaction, analyzing call logs, maintaining self-help documents for customers, escalating serious client issues to Team Leader, ensuring all product information and disclosures are given to clients, delivering excellent customer service through effective diagnosis and troubleshooting, assisting clients with navigating product menus, troubleshooting client queries in a user-friendly manner, recording all customer queries accurately, offering alternative solutions to retain customers, communicating effectively, making scheduled call backs to record feedback, building capability to maintain superior customer service levels, undertaking product trainings, enrolling in client-specific trainings, and updating job knowledge through self-learning opportunities. Key Responsibilities: - Support process by managing transactions as per required quality standards - Field all incoming help requests from clients via telephone and/or emails in a courteous manner - Document all pertinent end user identification information - Update own availability in the RAVE system to ensure productivity of the process - Record, track, and document all queries received - 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 - Identify and learn appropriate product details to facilitate better client interaction and troubleshooting - Document and analyze call logs to spot most occurring trends - Maintain and update self-help documents for customers - Identify red flags and escalate serious client issues to Team Leader - Ensure all product information and disclosures are given to clients - Deliver excellent customer service through effective diagnosis and troubleshooting - Assist clients with navigating product menus - Troubleshoot all client queries in a user-friendly, courteous, and professional manner - Maintain logs and records of all customer queries - Accurately process and record all incoming calls and emails using the designated tracking software - Offer alternative solutions to clients with the objective of retaining customers - Organize ideas and effectively communicate oral messages appropriate to listeners and situations - Follow up and make scheduled call backs to customers to record feedback - Build capability to ensure operational excellence and maintain superior customer service levels - Undertake product trainings to stay current with product features - Enroll in product-specific and any other trainings per client requirements - Partner with Team Leaders to brainstorm and identify training themes - Update job knowledge by participating in self-learning opportunities Qualifications Required: - Foundation to Competent level of Process Knowledge - Demonstrated collaborative working, problem solving and decision making skills - Attention to detail, execution excellence, and client (internal) centricity - Effective communication skills Please note that the competencies required to perform this role effectively include process knowledge, collaborative working, problem solving, decision making, attention to detail, execution excellence, and client (internal) centricity. Additionally, your performance will be measured based on the number of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, customer feedback, productivity, efficiency, absenteeism, training hours, and number of technical training completed.,
