The purpose of this role is to provide efficient technical support to the process and promptly resolve client issues either directly or through timely escalation to meet process SLAs.

Responsibilities

Process Support

• Manage transactions in accordance with required quality standards.
• Field all incoming help requests from clients via telephone and/or emails courteously.
• Document all pertinent end-user identification information, including name, department, contact information, and nature of the problem or issue.
• Update availability in the RAVE system to ensure process productivity.

Issue Resolution

• Record, track, and document all queries received, including problem-solving steps taken and resolutions achieved.
• Follow standard processes and procedures to resolve client queries.
• Resolve client queries within defined SLAs.
• Access and utilize internal knowledge bases, resources, and frequently asked questions to provide effective problem resolution to clients.
• Identify and learn appropriate product details to enhance client interaction and troubleshooting.

Analysis and Improvement

• Document and analyze call logs to identify recurring trends and prevent future problems.
• Maintain and update self-help documents for customers to expedite resolution time.
• Identify red flags and escalate serious client issues to the Team Leader if necessary.
• Ensure all necessary product information and disclosures are provided to clients before and after call/email requests to avoid legal challenges.

Customer Service Excellence

• Provide excellent customer service by diagnosing and troubleshooting client queries effectively.
• Assist clients in navigating product menus and facilitate better understanding of product features.
• Troubleshoot all client queries in a user-friendly, courteous, and professional manner.
• Offer alternative solutions to clients, where appropriate, to retain their business.
• Organize ideas and communicate effectively to listeners in various situations.
• Follow up and make scheduled callbacks to customers to record feedback and ensure compliance with contracts/SLAs.

Capability Building

• Undertake product training to stay updated with product features, changes, and updates.
• Enroll in product-specific and other trainings as required by clients.
• Partner with team leaders to identify training themes and learning issues to better serve clients.
• Update job knowledge by participating in self-learning opportunities and maintaining personal networks.

Stakeholder Interaction

Internal

• Team Leaders. Performance review.
• HR. Hiring, employee engagement, and retention.
• Training Team. Capability development.
• Technical Lead. Training, issue escalation/resolution.

External

• Client. Query resolution.

Functional Competencies/Skills

• Process Knowledge. Foundation to Competent.

Behavioral Competencies

• Collaborative working.
• Problem-solving and decision-making.
• Attention to detail.
• Execution excellence.
• Client (Internal) Centricity.
• Effective communication.