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

1. Transaction Management. Manage transactions as per required quality standards.
2. Client Communication. Field all incoming help requests from clients via telephone and/or emails in a courteous manner.
3. Documentation. Document all pertinent end-user identification information and nature of the problem or issue.
4. Availability Management. Update availability in the RAVE system to ensure productivity.
5. Query Handling. Record, track, and document all queries received, problem-solving steps taken, and resolutions.
6. Process Adherence. Follow standard processes and procedures to resolve client queries within defined SLAs.
7. Knowledge Utilization. Access internal knowledge bases, resources, and FAQs to aid in effective problem resolution.
8. Product Familiarity. Identify and learn appropriate product details to facilitate better client interaction and troubleshooting.
9. Trend Analysis. Document and analyze call logs to identify recurring issues and prevent future problems.
10. Self-Help Documentation. Maintain and update self-help documents for customers to expedite resolution time.
11. Escalation. Identify red flags and escalate serious client issues to Team Leader for timely resolution.
12. Disclosure. Ensure all product information and disclosures are given to clients before and after requests.
13. Legal Compliance. Avoid legal challenges by complying with service agreements.

Customer Service

1. Diagnosis and Troubleshooting. Deliver excellent customer service through effective diagnosis and troubleshooting of client queries.
2. Product Support. Provide product support and resolution by guiding users through step-by-step solutions.
3. Navigation Assistance. Assist clients with navigating product menus and understanding product features.
4. Professionalism. Handle all client queries in a user-friendly, courteous, and professional manner.
5. Record Keeping. Maintain logs and records of all customer queries as per standard procedures.
6. Documentation Accuracy. Accurately process and record all incoming calls and emails using designated tracking software.
7. Alternative Solutions. Offer alternative solutions to clients with the objective of retaining business.
8. Communication. Organize ideas and communicate effectively with clients in various situations.
9. Feedback Collection. Follow up and make scheduled callbacks to record feedback and ensure compliance with SLAs.

Capability Building

1. Product Training. Undertake product training to stay current with features, changes, and updates.
2. Training Enrollment. Enroll in product-specific and other trainings per client requirements.
3. Collaboration. Partner with team leaders to identify training themes and learning issues to better serve clients.
4. Continuous Learning. 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