Associate L1

RESPONSIBILITIES

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

2. Fielding all incoming help requests from clients via telephone, chat and/or emails in a courteous manner

3. Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue

4. Record, track, and document all queries received, problem-solving steps taken and totally successful and unsuccessful resolutions

5. Follow standard processes and procedures to resolve all client queries

6. Resolve client queries as per the SLA’s defined in the contract

7. Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients

8. Identify and learn appropriate product details to facilitate better client interaction and troubleshooting

9. Document and analyze call logs to spot most occurring trends to prevent future problems

10. Maintain and update self-help documents for customers to speedup resolution time

11. Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution

12. Ensure all domain information and disclosures are given to clients before and after the call/chat/email requests

13. Avoids legal challenges by complying with service agreements

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

15. 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

16. Troubleshoot all client queries in a user-friendly, courteous and professional manner

17. Maintain logs and records of all customer queries as per the standard procedures and guidelines

18. Accurately process and record all incoming calls and email using the designated tracking software

19. Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business

20. Organize ideas and effectively communicate oral messages appropriate to listeners and situations

21. Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

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

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

24. Enroll in domain specific and any other training per client requirements/recommendations

25. Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client

26. Update job knowledge by participating in self-learning opportunities and managing stakeholders

Qualifications

• Education: Bachelor’s degree
• Past experience: US Health and Welfare domain

• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
• Undertake product trainings to stay current with product features, changes and updates
• Enroll in product specific and any other trainings 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 maintaining personal networks

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