Associate L1

R͏esponsibilities

• Support process by managing transactions as per required quality standards.

• Fielding all incoming help requests from clients via telephone, chat 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

• Record, track, and document all queries received, problem-solving steps taken and totally 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 domain information and disclosures are given to clients before and after the call/chat/email requests

• Avoids legal challenges by complying with service agreements

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

• Provide domain support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions. Assist clients with navigating around domain portal menus and facilitate better understanding of domain 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 calls 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

• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

• Undertake domain training to stay current with domain/service features, changes and updates

• Enroll in domain specific and any other training 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 managing stakeholders

Q͏ualifications

• Education: Bachelor’s degree

• Past experience: US Health and Welfare domain

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Deliver NoPerformance 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