Detalhes do emprego
Do • Oversee andsupport process by reviewing daily transactions on performanceparameters • Review performance dashboard and the scoresfor the team • Support the team in improving performanceparameters by providing technical support and process guidance• Record, track, and document all queries received,problem- solving steps taken and total successful and unsuccessfulresolutions • Ensure standard processes and procedures arefollowed to resolve all client queries • Resolve clientqueries as per the SLA?s defined in the contract • Developunderstanding of process/ product for the team members tofacilitate better client interaction and troubleshooting •Document and analyze call logs to spot most occurring trends toprevent future problems • Identify red flags and escalateserious client issues to Team leader in cases of untimelyresolution • Ensure all product information anddisclosures are given to clients before and after the call/emailrequests • Avoids legal challenges by monitoringcompliance with service agreements • Handle technicalescalations through effective diagnosis and troubleshooting ofclient queries • Manage and resolve technical roadblocks/escalations as per SLA and quality requirements • Ifunable to resolve the issues, timely escalate the issues to TA& SES • Provide product support and resolution toclients by performing a question diagnosis while guiding usersthrough step-by-step solutions • Troubleshoot all clientqueries in a user-friendly, courteous and professional manner• Offer alternative solutions to clients (whereappropriate) with the objective of retaining customers? andclients? business • Organize ideas and effectivelycommunicate oral messages appropriate to listeners and situations• Follow up and make scheduled call backs to customers torecord feedback and ensure compliance to contract SLA?s •Build people capability to ensure operational excellence andmaintain superior customer service levels of the existingaccount/client • Mentor and guide Production Specialistson improving technical knowledge • Collate trainings to beconducted as triage to bridge the skill gaps identified throughinterviews with the Production Specialist • Develop andconduct trainings (Triages) within products for productionspecialist as per target • Inform client about the triagesbeing conducted • Undertake product trainings to staycurrent with product features, changes and updates •Enroll in product specific and any other trainings per clientrequirements/recommendations • Identify and document mostcommon problems and recommend appropriate resolutions to the team• Update job knowledge by participating in self learningopportunities and maintaining personalnetworks
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