Provide effective technical support to clients, resolve issues directly or through timely escalation, and maintain quality standards. Deliver excellent customer service, troubleshoot client queries, and maintain logs and records.
Requirements
- Manage transactions as per required quality standards
- Field incoming help requests from clients via telephone and/or emails
- Document all pertinent end user identification information
- Update own availability in the RAVE system
- Record, track, and document all queries received
- Follow standard processes and procedures to resolve client queries
- Access and maintain internal knowledge bases, resources and frequently asked questions
- Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
- Document and analyze call logs to spot most occurring trends
- Maintain and update self-help documents for customers
- Identify red flags and escalate serious client issues to Team leader
- Ensure all product information and disclosures are given to clients
- 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
- 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
- Accurately process and record all incoming call and email using the designated tracking software
- Offer alternative solutions to clients (where appropriate)
- Follow up and make scheduled call backs to customers
- Build capability to ensure operational excellence and maintain superior customer service levels
- Undertake product trainings to stay current with product features, changes and updates
- Partner with team leaders to brainstorm and identify training themes and learning issues
- Update job knowledge by participating in self learning opportunities and maintaining personal networks
Benefits
- Competitive salary
- Opportunities for growth and development
- Collaborative and dynamic work environment
- Opportunities for product trainings and certifications
- Chance to work with a global company
