Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs

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Roles and Responsibilities:

• Enforce accounts policy guidelines while reviewing complaints from the accounts online community.

• Looking for spam within platform and complete video review for removal from the platform

• Deliver excellent customer service and ensure customer satisfaction in transactions

• Ensure accurate documentation of each transaction

• Attend to customer queries, concerns and complaints and provide first time call and / or transaction resolution

• Escalate transactions to proper parties following proper protocols

• Ensure compliance to all company policies and procedures

• Keep oneself updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems

• Keep all company information which includes customer information confidential and secured

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

• Provide product support and resolution to clients by performing a 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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Qualifications:

• Completed at least 2 years in college (passed 60 college units)

• Experience in similar role may be required in specific programs with varying years of experience

• Open to freshers

Mandatory Skills:

• Customer service orientation

• Excellent English communication skills (verbal and written) with neutral accent

• Exceptional problem-solving and analytical abilities. Strong leadership, organization, communication, interpersonal, and teamwork skills

• Familiarity with Internet technologies and related policy and regulatory environments

• Computer and keyboard skills (working knowledge of PCs e.g. MS Office)

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Deliver

		**No Performance Parameter Measure**

		1
		Process
		No. 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, No of technical training completed