Process Associate

Experience Profile Education Requirements

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

͏

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

͏

• 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

͏

Industries: Information Services, Outsourcing/Offshoring, Telecommunications