Job Title: Production Agent - L1
Role Purpose:
The purpose of this role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
Responsibilities:
1. Support Process by Managing Transactions as Per Required Quality Standards:
o Field all incoming help requests from clients via telephone and/or email in a courteous manner.
o Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
o Update own availability in the RAVE system to ensure productivity of the process.
o Record, track, and document all queries received, problem-solving steps taken, and total successful and unsuccessful resolutions.
o Follow standard processes and procedures to resolve all client queries.
o Resolve client queries as per the SLAs defined in the contract.
o Access and maintain internal knowledge bases, resources, and frequently asked questions to aid in and provide effective problem resolution to clients.
o Identify and learn appropriate product details to facilitate better client interaction and troubleshooting.
o Document and analyze call logs to spot most occurring trends to prevent future problems.
o Maintain and update self-help documents for customers to speed up resolution time.
o Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution.
o Ensure all product information and disclosures are given to clients before and after the call/email requests.
o Avoid legal challenges by complying with service agreements.
2. Deliver Excellent Customer Service Through Effective Diagnosis and Troubleshooting of Client Queries:
o Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions.
o Assist clients with navigating around product menus and facilitate better understanding of product features.
o Troubleshoot all client queries in a user-friendly, courteous, and professional manner.
o Maintain logs and records of all customer queries as per the standard procedures and guidelines.
o Accurately process and record all incoming calls and emails using the designated tracking software.
o Offer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business.
o Organize ideas and effectively communicate oral messages appropriate to listeners and situations.
o Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs.
3. Build Capability to Ensure Operational Excellence and Maintain Superior Customer Service Levels of the Existing Account/Client:
o Undertake product trainings to stay current with product features, changes, and updates.
o Enroll in product-specific and any other trainings per client requirements/recommendations.
o Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client.
o Update job knowledge by participating in self-learning opportunities and maintaining personal networks.
Performance Parameters:
1. Process: Number 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.