Senior Process Associate-Voice

Job Summary

Roles & Responsibilities of Support Executive:

• Answer inbound phone calls
• Provide customer an update on the progress of a SR/ASR/Incident. Help speed up by adding comments in the ticket to follow up with the processor in alignment with the customer’s request
• Guide customers when to create service requests and ASRs where applicable and incidents when appropriate.
• Guide customers on self-service enablement
• Advise customers on SR/ASR/Incident priority validating business justification
• Upgrade/downgrade ticket priority for incidents aligned with business justification
• Support customer queries on lead time.
• Support customers in finding the right stakeholders to connect with for addressing their queries.
• Guide customers how to schedule an expert consultation
• First Level Resolution for basic queries/ issues
• Monitor inbound e-mails and manually create cases where automated case creation fails.
• Monitor unassigned cases and service request tickets
• Dispatch cases to regional Co Es and assign cases and service request tickets to processors
• Ensure proper documentation (calls or ticket) for follow-up/ resolution
• Support the shift coordinators and global head with operational activities
• Ramp up quickly on the technical and functional domains
• Identify, analyze, and resolve customer issues, independently
• Be proactive in reviewing case and ticket queues and react in a timely manner to avoid SLA breaches
• Coordinate with Team Leader, Delivery Manager, and in documentation, presentations, and overall project delivery
• Show initiative and drive topics to resolution in an elevated level of quality, speed, reliability, and efficiency
• Contribute to the team spirit by supporting an environment of continuous learning, exchanging of ideas & thoughts, and embracing a culture of innovation

Skill Set Required:

• Ability and willingness to learn fast and quickly adopt to change
• Ability to consume, digest, and analysis from multiple systems of record
• Ability to quickly analyze complex situations and find potential solutions/ next steps
• Experience with guided troubleshooting

Key Responsibilities

1. Handle Complex Inbound And Outbound Calls, Providing Expert Assistance And Resolving Escalated Customer Issues.
2. Follow Escalation Procedures For Issues Uncontrollable At Agent Level First Call Resolution
3. Monitor And Ensure The Quality Of Customer Interactions, Providing Feedback And Coaching To Junior Associates.
4. Assist In Training New Team Members And Provide Ongoing Support And Mentorship.
5. Lead Initiatives To Enhance Call Handling Processes And Improve Overall Customer Service Efficiency.

Skill Requirements

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Other Requirements

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