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.
Responsibilities
- Transaction Management
- Support the process by managing transactions as per required quality standards.
- Client Interaction
- Field 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 the problem or issue.
- Process Efficiency
- 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.
- Problem Resolution
- Follow standard processes and procedures to resolve all client queries.
- Resolve client queries as per the SLAs defined in the contract.
- Knowledge Management
- 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.
- Analysis and Improvement
- 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.
- Escalation and Compliance
- Identify red flags and escalate serious client issues to the Team Leader in cases of untimely resolution.
- Ensure all product information and disclosures are given to clients before and after the call/email requests.
- Avoid legal challenges by complying with service agreements.
Deliverables
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Customer Service Excellence
- 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.
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Communication and Follow-up
- Assist clients with navigating around product menus and facilitate a better understanding of product features.
- Follow up and make scheduled call backs to customers to record feedback and ensure compliance with contracts/SLAs.
Capability Building
- Continuous Learning
- Undertake product trainings to stay current with product features, changes, and updates.
- Enroll in product-specific and any other trainings per client requirements/recommendations.
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. Knowledge of assigned process, tools, and systems (Foundation to Competent).
Competency Levels
- Foundation
- Competent
Behavioral Competencies
- Collaborative working
- Problem-solving and decision-making
- Attention to Detail
- Execution Excellence
- Client (Internal) Centricity
- Effective Communication