Job Description
The purpose of this role is to provide effective technical support and actively resolve client issues.
* Key Responsibilities
o Support process by managing transactions as per required quality standards
o Fielding all incoming help requests from clients in a courteous manner
o Document all pertinent end user identification information
o Update own availability in the system to ensure productivity
o Record, track, and document all queries received
o Follow standard processes and procedures to resolve client queries
o Resolve client queries as per SLA's defined in contracts
o Access and maintain internal knowledge bases, resources and frequently asked questions
o Identify and learn product details to facilitate better client interaction
o Document and analyze call logs to spot trends to prevent future problems
o Maintain and update self-help documents for customers
o Identify red flags and escalate serious client issues
o Ensure all product information and disclosures are given to clients
o Avoid legal challenges by complying with service agreements
* Deliver Excellent Customer Service
o Provide product support and resolution to clients through question diagnosis
o Assist clients with navigating around product menus and features
o Troubleshoot client queries in a user-friendly and professional manner
o Maintain logs and records of customer queries
o Accurately process and record all incoming calls and emails
o Offer alternative solutions to clients
o Organize ideas and communicate oral messages appropriate to listeners and situations
o Follow up and make scheduled call backs to customers
* Build Capability
o Undertake product trainings to stay current with product features
o Enroll in product specific and other trainings per client requirements
o Partner with team leaders to brainstorm training themes and learning issues
o Update job knowledge by participating in self-learning opportunities and maintaining personal networks
Key Performance Parameters & Measures
1. Process — Number of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback.
2. Self-Management — Productivity, efficiency, absenteeism, Training Hours, Number of technical training completed.
Benefits
This role offers an opportunity to work with a dynamic team and contribute to delivering excellent customer service.
Company Overview
Our company is building a modern digital transformation partner with bold ambitions.