Verified Job
Accounting - Finance
Banking operation
Accounting - Finance
#229991
Remote / WFH
Job Description
The purpose of the role is to provide effective technical supportto the process and actively resolve client issues directly or throughtimely escalation to meet process SLAs.
Do
• Support process by managing transactions as per requiredquality standards
• 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 orissue
• Update own availability in the RAVE system to ensureproductivity 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 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
• Deliver excellent customer service through effectivediagnosis and troubleshooting of client queries
• Provide product support and resolution to clients by performinga question diagnosis while guiding users through step-by-step solutions
• Assist clients with navigating around product menus andfacilitate better understanding of product features
• Troubleshoot all client queries in a user-friendly, courteousand professional manner
• Maintain logs and records of all customer queries as per thestandard procedures and guidelines
• Accurately process and record all incoming call and email usingthe designated tracking software
• Offer alternative solutions to clients (where appropriate) withthe objective of retaining customers’ and clients’ business
• Organize ideas and effectively communicate oral messagesappropriate to listeners and situations
• Follow up and make scheduled call backs to customers to recordfeedback and ensure compliance to contract /SLAs
• Build capability to ensure operational excellence andmaintain superior customer service levels of the existing account/client
• Undertake product trainings to stay current with productfeatures, changes and updates
• Enroll in product specific and any other trainings per clientrequirements/recommendations
• Partner with team leaders to brainstorm and identify trainingthemes and learning issues to better serve the client
• Update job knowledge by participating in self learningopportunities
Do
• Support process by managing transactions as per requiredquality standards
• 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 orissue
• Update own availability in the RAVE system to ensureproductivity 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 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
• Deliver excellent customer service through effectivediagnosis and troubleshooting of client queries
• Provide product support and resolution to clients by performinga question diagnosis while guiding users through step-by-step solutions
• Assist clients with navigating around product menus andfacilitate better understanding of product features
• Troubleshoot all client queries in a user-friendly, courteousand professional manner
• Maintain logs and records of all customer queries as per thestandard procedures and guidelines
• Accurately process and record all incoming call and email usingthe designated tracking software
• Offer alternative solutions to clients (where appropriate) withthe objective of retaining customers’ and clients’ business
• Organize ideas and effectively communicate oral messagesappropriate to listeners and situations
• Follow up and make scheduled call backs to customers to recordfeedback and ensure compliance to contract /SLAs
• Build capability to ensure operational excellence andmaintain superior customer service levels of the existing account/client
• Undertake product trainings to stay current with productfeatures, changes and updates
• Enroll in product specific and any other trainings per clientrequirements/recommendations
• Partner with team leaders to brainstorm and identify trainingthemes and learning issues to better serve the client
• Update job knowledge by participating in self learningopportunities
