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

Qualifications:͏͏

• College Undergraduate/Bachelors Degree/High School Graduate Old Curriculum/Senior High School Graduate

• Fresher

• Fluent in English is a must

• Excellent telephone and email communication skills

• Must be detail oriented, reliable and have the ability to handle multiple priorities in a fast-paced environment

• Solves routine problems effectively, gathering the information necessary from the customer

• Applies systematic approach to solving problems

• Professional and positive in interactions with others and is able to establish rapport quickly

• Treats others with courtesy and respect

• Able to adjust his/her behavior and communication to accommodate working styles and perspectives of diverse individuals

• Able to understand and communicate to the customers requirements as per the SOP defined/information available in knowledge management portal.

• Neutral Voice and Accent and call management

• Domain and Industry Skills

• Process Knowledge

Responsibilities: ͏͏͏

• Effectively communicating with customers by composing accurate, prompt and effective replies to customer inquiries, via phone, chat and e-mail

• Ability to handle difficult or sensitive issues with customers in a polite and tactful manner

• Collects and contributes to daily/weekly/monthly reports monitoring customer activity

• Understanding company products, systems and customers

• Fielding all incoming help requests from clients via telephone and/or chat/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 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. What are we saying by document and record?

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

• Avoids legal challenges by complying with service agreements