Competency Levels

Foundation

Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal 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.

Process

No. of cases resolved per day, compliance to process and qualitystandards, meeting process level SLAs, Pulse score, Customer feedback

2.

Self- Management

Productivity, efficiency, absenteeism, Training Hours, No oftechnical training completed

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

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 and maintaining personal networks

Qualifications

College graduate or undergraduate with at least 2 years in college

Worked in service industry

Experience of 6 months and above desirable
Experience in call center will be an advantage
Healthcare experience will be an added advantage

Mandatory Skills

Knowledge of basic computer operations
Willingness to rotate shifts, as needed
Courteous with strong customer service orientation
Ability to multitask with keyboard shortcut skills
Basic computer proficiency and good typing skills
Dependable with attention to detail
Good listening and speaking skills
Willingness to learn
Good sales skills