The purpose of this 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
- Support the process by managing transactions as per required quality standards.
- 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.
- 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.
- Follow standard processes and procedures to resolve all client queries.
- Resolve client queries as per the SLAs defined in the contract.
- 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.
- 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.
- Identify red flags and escalate serious client issues to 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.
Deliver excellent customer service through
- Effective diagnosis and troubleshooting of client queries.
- Providing product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions.
- Assisting clients with navigating around product menus and facilitating better understanding of product features.
- Troubleshooting all client queries in a user-friendly, courteous, and professional manner.
- Maintaining logs and records of all customer queries as per the standard procedures and guidelines.
- Accurately processing and recording all incoming calls and emails using the designated tracking software.
- Offering alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business.
- Organizing ideas and effectively communicating oral messages appropriate to listeners and situations.
- Following up and making scheduled call backs to customers to record feedback and ensure compliance to contract/SLAs.
Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client by.
- Undertaking product trainings to stay current with product features, changes, and updates.
- Enrolling in product-specific and any other trainings per client requirements/recommendations.
- Partnering with team leaders to brainstorm and identify training themes and learning issues to better serve the client.
- Updating job knowledge by participating in self-learning opportunities and maintaining personal networks.
Stakeholder Interaction
Stakeholder Type
- Team Leaders
- HR
- Training Team
- Technical Lead
- Client
Stakeholder Identification
- Internal. Team Leaders, HR, Training Team, Technical Lead
- External. Client
Purpose of Interaction
- Performance review (Team Leaders)
- Hiring and employee engagement and retention (HR)
- Capability development (Training Team)
- Training, issue escalation/resolution (Technical Lead)
- Query Resolution (Client)
Functional Competencies/Skills
- Process Knowledge. Knowledge of assigned process, tools, and systems, Foundation to Competent
Competency Levels
- Foundation
- Competent
- Expert
- Master
Behavioral Competencies
- Collaborative working
- Problem-solving and decision-making
- Attention to Detail
- Execution Excellence
- Client (Internal) Centricity
- Effective Communication