About the job
Role Purpose
The purpose of this role is to deliver effective technical support, ensuring prompt resolution of client issues, either directly or through timely escalation, in order to meet process Service Level Agreements (SLAs).
Key Responsibilities
1. Provide Technical Support & Issue Resolution
- Manage transactions in line with required quality standards to support the process.
- Handle all incoming client help requests via telephone and email in a courteous and professional manner.
- Document detailed client information, including identification, department, contact details, and nature of the issue.
- Record, track, and document all queries, problem-solving steps, and outcomes (both successful and unsuccessful).
- Utilize standard procedures to resolve client queries in alignment with contract SLAs.
- Access and leverage internal knowledge bases, FAQs, and resources to effectively resolve client issues.
- Identify common issue trends through call log analysis to prevent recurring problems.
- Maintain self-help documentation for clients to improve resolution times.
2. Ensure Client Satisfaction & Compliance
- Deliver exceptional customer service by diagnosing and troubleshooting client issues effectively.
- Guide clients through product menus and features to enhance their understanding.
- Troubleshoot client queries in a professional, user-friendly manner.
- Accurately log and document all interactions using designated tracking systems.
- Provide alternative solutions where possible to retain customer business.
- Follow up with clients through scheduled callbacks to gather feedback and ensure adherence to contract SLAs.
- Ensure all product details and necessary disclosures are communicated to clients during interactions.
- Comply with service agreements to mitigate potential legal challenges.
3. Enhance Operational Excellence & Capability Building
- Stay current with product features, updates, and changes through ongoing training.
- Participate in client-specific and additional training as required.
- Collaborate with team leaders to identify training needs and address learning gaps.
- Continuously update knowledge by engaging in self-learning opportunities and maintaining industry networks.
Key Skills & Competencies
- Strong problem-solving and analytical skills.
- Excellent verbal and written communication.
- Ability to manage multiple client interactions efficiently.
- Commitment to maintaining high standards of customer service.
- Proactive approach in identifying red flags and escalating issues promptly.