Guadalajara, mexico
- dop
- 3046081
*job description*:
*role purpose*
- 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*
- _ 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_
- _ 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_
- _ 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 and maintaining personal networks_
*stakeholder interaction*
*stakeholder type*
*stakeholder identification*
*purpose of interaction*
*internal*
- team leaders_
- performance review_
- hr- hiring and employee engagement and retention_
- training team_
- capability development_
- technical lead_
- training, issue escalation/ resolution_
*external*
- client_
- query resolution_
*display*
lists the competencies required to perform this role effectively:
- *
functional competencies/ skill*
- process knowledge - knowledge of assigned process, tools andsystems - *foundation to competent*
*competency levels*
*foundation*
knowledgeable about the competency requirements.
demonstrates (inparts) frequently with mínimal support and guidance.
*competent*
consistently demonstrates the full range of the competency withoutguidance.
extends the competency to difficult and unknown situations aswell.
*expert*
applies the competency in all situations and is serves as a guide toothers as well.
*master*
coaches others and builds organizational capability in the competencyarea.
serves as a key resource for that competency and is recognizedwithin the entire organization.- *
behavioral competencies*
- collaborative working
- problem solving and decision making
- attention to detail
- execution excellence
- client (internal) centricity
- effective communication
*deliver*
*no.
*
*performance parameter*
*measure*
1.processno.
of cases resolved per day, compliance to process and qualitystandards, meeting process level slas, pulse score, customer feedback2.self
- managementproductivity, efficiency, absenteeism, training hours, no oftechnical training completed- ingresar y garantizar que se registre información precisa en el sistema de recopilación de residentes (es decir, número de teléfono, correo electrónico, ortografía adecuada de los nombres de los residentes).
difundir y calmar a los residentes que puedan tener incidentes aislados que necesiten atención inmediata para brindar la máxima calidad de servicio al cliente.
procesar renovaciones cuando se reciban.
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