The primary objective of this role is to deliver effective technical support to the process, ensuring timely resolution of client issues while adhering to service level agreements (SLAs).

Responsibilities

Process Support

• Manage transactions in accordance with quality standards.
• Field incoming help requests from clients via phone and email courteously.
• Document relevant end-user information and the nature of issues.
• Update availability in the RAVE system for optimal productivity.
• Record, track, and document all queries, including problem-solving steps and resolutions.
• Follow standard procedures to resolve client queries within defined SLAs.
• Access internal knowledge bases for effective problem resolution.
• Learn product details to enhance client interaction and troubleshooting.
• Analyze call logs to identify recurring trends and prevent future issues.
• Maintain self-help documents for faster resolution.
• Identify and escalate serious client issues to the Team Leader.
• Ensure all necessary product information is provided to clients.

Customer Service

• Provide excellent customer service by diagnosing and troubleshooting client queries.
• Perform question diagnosis and guide users through solutions.
• Assist clients in navigating product menus and understanding features.
• Troubleshoot queries professionally and courteously.
• Maintain records of all customer queries.
• Process and record all incoming calls and emails accurately.
• Offer alternative solutions to retain customers' business.
• Communicate effectively with clients in various situations.
• Follow up with customers to record feedback and ensure SLA compliance.

Operational Excellence

• Undertake product training to stay updated with features and changes.
• Enroll in client-specific and recommended training.
• Collaborate with Team Leaders to identify training needs.
• Participate in self-learning opportunities and maintain professional networks.

Stakeholder Interaction

Internal

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