Quezon City, Philippines- 2809833**Role Purpose**- The purpose of the role is to provide effective technical supportto the process and actively resolve client issues directly or throughtimely escalation to meet process SLAs._**Do****Support process by managing transactions as per requiredquality standards**- Document all pertinent end user identification information,including name, department, contact information and nature of problem orissue_- Update own availability in the RAVE system to ensureproductivity 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 clientqueries_- Resolve client queries as per the SLA's defined in thecontract _- Access and maintain internal knowledge bases, resources andfrequently asked questions to aid in and provide effective problemresolution to clients_- Identify and learn appropriate product details to facilitatebetter client interaction and troubleshooting _- Document and analyze call logs to spot most occurring trends toprevent future problems_- Maintain and update self-help documents for customers to speedup resolution time_- Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution_- Avoids legal challenges by complying with service agreements_**Deliver excellent customer service through effectivediagnosis and troubleshooting of client queries**- Provide product support and resolution to clients by performinga question diagnosis while guiding users through step-by-step solutions_- Assist clients with navigating around product menus andfacilitate better understanding of product features _- Troubleshoot all client queries in a user-friendly, courteousand professional manner_- Maintain logs and records of all customer queries as per thestandard procedures and guidelines_- Offer alternative solutions to clients (where appropriate) withthe objective of retaining customers' and clients' business_- Organize ideas and effectively communicate oral messagesappropriate to listeners and situations_- Follow up and make scheduled call backs to customers to recordfeedback and ensure compliance to contract /SLAs_**Build capability to ensure operational excellence andmaintain superior customer service levels of the existing account/client**- Undertake product trainings to stay current with productfeatures, changes and updates_- Enroll in product specific and any other trainings per clientrequirements/recommendations_- Partner with team leaders to brainstorm and identify trainingthemes and learning issues to better serve the client_- Update job knowledge by participating in self learningopportunities and maintaining personal networks_**Stakeholder Interaction****Stakeholder Type****Stakeholder Identification****Purpose of Interaction****Internal**- Team Leaders_- Performance review_- HR- Hiring and employee engagement and retention_- Training Team_- Capability development_- Technical Lead_- Training, issue escalation/ resolution_**External**- Client_- Query Resolution_**Display**Lists the competencies required to perform this role effectively:- **Functional Competencies/ Skill**- Process Knowledge - Knowledge of assigned process, tools andsystems - **Foundation to Competent****Competency Levels****Foundation**Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with mínimal support and guidance.**Competent**Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell.**Expert**Applies the competency in all situations and is serves as a guide toothers as well.**Master**Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognizedwithin the entire organization.- **Behavioral Competencies**- Collaborative working- Problem solving and decision making- Attention to Detail- Execution Excellence- Client (Internal) Centricity- Effective Communication**Deliver****No.****Performance Parameter****Measure**1.ProcessNo. of cases resolved per day, compliance to process and qualitystandards, meeting process level SLAs, Pulse score, Customer feedback2.Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No oftechnical training completed
