Qualification

 College graduate of any course, Undergraduate but completed at least 2yrs in College or Senior Highschool graduate

 Must have at least 1-year fulltime work experience in any industry

Role Purpose

1. 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 speedup 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

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2. Deliver excellent customer service through effective diagnosis and troubleshooting of client queries.

 Provide product support and resolution to clients by performing 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

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3. 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

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Deliver