Job Description
Role Purpose
- 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.
Do
- Support process by managing transactions as per required quality standards.
- Fielding 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 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 SLA's 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.
- Avoids legal challenges by complying with service agreements.
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.
- Assist clients with navigating around product menus and facilitate better understanding of product features.
- Troubleshoot all client queries in a user-friendly, courteous and professional manner.
- Maintain logs and records of all customer queries as per the standard procedures and guidelines.
- Accurately process and record all incoming call and email using the designated tracking software.
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business.
- Organize ideas and effectively communicate oral messages appropriate to listeners and situations.
- Follow up and make 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.
- Undertake product trainings to stay current with product features, changes and updates.
- Enroll in product specific and any other trainings per client requirements/recommendations.
- Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client.
- Update job knowledge by participating in self learning opportunities and maintaining personal networks.