Process Associate-Voice

Job Summary

• 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

Key Responsibilities

1. Improving Skill Level Through Self Development / Nominating Training Programs Skill Reverification Tests

Meet The Defined Quality Scores And Process Improvement:

1. The Individual Should Be Able To Work Effectively In A Team Whilst Enthusing Others To Do The Same For Achievement Of Common Goals Of The Team

2. To Consistently Meet Or Exceed Csat Parameters As Defined For The Process.

Skill Requirements

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Other Requirements

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