Associate

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.

Do

1. Support process by managing transactions as per required quality standards
   1. Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
   2. Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
   3. Update own availability in the RAVE system to ensure productivity of the process
   4. Record, track, and document all queries received, problem- solving steps taken and total 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 speed up resolution time
   11. Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
   12. Ensure all product information and disclosures are given to clients before and after the call/email requests
   13. Avoids legal challenges by complying with service agreements

1. Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
   1. Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
   2. Assist clients with navigating around product menus and facilitate better understanding of product features
   3. Troubleshoot all client queries in a user-friendly, courteous and professional manner
   4. Maintain logs and records of all customer queries as per the standard procedures and guidelines
   5. Accurately process and record all incoming call and email using the designated tracking software
   6. Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
   7. Organize ideas and effectively communicate oral messages appropriate to listeners and situations
   8. Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

1. Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
   1. Undertake product trainings to stay current with product features, changes and updates
   2. Enroll in product specific and any other trainings per client requirements/recommendations
   3. Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
   4. Update job knowledge by participating in self learning opportunities and maintaining personal networks

Stakeholder Interaction

Display

Lists the competencies required to perform this role effectively:

• Functional Competencies/ Skill
  • Process Knowledge - Knowledge of assigned process, tools and systems - Foundation to Competent

• Behavioral Competencies
  • Collaborative working
  • Problem solving and decision making
  • Attention to Detail
  • Execution Excellence
  • Client (Internal) Centricity
  • Effective Communication

Deliver

• Effectively communicating with customers by composing accurate, prompt and effective replies to customer inquiries, via phone 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 telephoneand/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 total successful and unsuccessful resolutions
• Follow standard processes and procedures to resolve all clientqueries
• Resolve client queries as per the SLA’s defined in thecontract

Access and maintain internal knowledge bases, resources andfrequently asked questions to aid in and provide effective problemresolution to clients 

• Identify and learn appropriate product details to facilitatebetter client interaction and troubleshooting
• Document and analyze call logs to spot most occurring trends toprevent future problems
• Maintain and update self-help documents for customers to speedup resolution time
• Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution
• Ensure all product information and disclosures are given toclients before and after the call/email requests
• Avoids legal challenges by complying with service agreements

QUALIFICATIONS: 

• High School Diploma or General Educational Development (GED) certificate or equivalent in relevant work experience desired
• Fluent in English is a must; fluent in other languages, is an asset
• Excellent telephone and email communication skills
• Must be detail oriented, reliable and have the ability to handle multiple priorities in a fast-paced environment
• Ability to maintain the highest level of confidentiality
• Excellent interpersonal, written and oral communication skills
• Ability to work in a team fostered environment
• Ability to work in a multi-tasked environment
• Ability to prioritize and organize work
• Ability to adapt to a flexible schedule

• Excellent telephone and email communication skills
• Must be detail oriented, reliable and have the ability to handle multiple priorities in a fast-paced environment
• Ability to maintain the highest level of confidentiality
• Excellent interpersonal, written and oral communication skills
• Ability to work in a team fostered environment
• Ability to work in a multi-tasked environment
• Ability to prioritize and organize work
• Ability to adapt to a flexible schedule