Guadalajara, Mexico
- DOP
-
**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. I

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