Process Associate

Job Description

Experience Profile Education Requirements:

Role Offshore Staff Offshore Staff:

Associate Fresher or Experience:

Strong aptitude for learning system software and product specific information
Strong analytical skills

Good English Comprehension skills:

Ability to multitask with Keyboard shortcut skills
Having good hands on to computer typing Skills with a speed of 30WPM and 90% Accuracy.

• Should be comfortable working in 24/7 shifts as per the business requirement Under Graduate/ Graduate Degree
• Business or any discipline

B.SC IT,MBA,BE not eligible to apply

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Do

• Support process by managing transactions as per required quality standards

Fielding all incoming help requests from clients via telephone 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

• Update own availability in the RAVE system to ensure productivity of the process

• Record, track, and document all queries received, problem-solving steps taken and total 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 speed up resolution time

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

• Ensure all product information and disclosures are given to clients before and after the call/email requests

• Avoids legal challenges by complying with service agreements

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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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• 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

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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