Processor

The role aims to deliver effective technical support to the process, ensuring prompt resolution of client issues within specified SLAs.

Responsibilities

1. Support Operations

   • Manage transactions according to quality standards.
   • Handle incoming client help requests via phone and email courteously.
   • Document all relevant end-user information and issue details.
   • Update availability in the RAVE system for productivity tracking.
   • Record, track, and document all queries and resolutions.
   • Follow standard procedures to resolve client queries within SLAs.
   • Access and utilize internal knowledge bases for effective problem resolution.
   • Continuously update self-help documents for faster issue resolution.
   • Identify and escalate serious issues to Team Leaders promptly.

2. Customer Service Excellence

   • Provide effective diagnosis and troubleshooting of client queries.
   • Guide users through step-by-step solutions.
   • Assist clients in navigating product menus and understanding features.
   • Handle all queries in a courteous and professional manner.
   • Maintain accurate logs and records of customer interactions.
   • Offer alternative solutions to retain customer satisfaction.
   • Communicate effectively with clients to ensure understanding and satisfaction.
   • Follow up with customers for feedback and compliance.

3. Capacity Building

   • Stay updated with product features, changes, and updates through training.
   • Participate in relevant product-specific and client-required trainings.
   • Collaborate with team leaders to identify training needs and issues.
   • Engage in self-learning opportunities to enhance job knowledge.

Stakeholder Interaction

Internal

1. Team Leaders. Performance review.
2. HR. Hiring, employee engagement, and retention.
3. Training Team. Capability development.
4. 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

This job description outlines the core responsibilities, stakeholder interactions, and competencies required for effective performance in the role.