Process Associate

About the Role

• Support process by managing transactions as per required quality standards.
• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries.
• Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions.
• 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 as per the standard procedures and guidelines.
• Accurately process and record all incoming call and email using the designated tracking software.
• Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business.
• Organize ideas and effectively communicate oral messages appropriate to listeners and situations.
• Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs.
• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client.
• Undertake product trainings to stay current with product features, changes and updates.
• Enroll in product specific and any other trainings per client requirements/recommendations.
• Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client.
• Update job knowledge by participating in self learning opportunities and maintaining personal networks.

Key Responsibilities

• Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
• Update own availability in the RAVE system to ensure productivity 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 client queries.
• Resolve client queries as per the SLAs defined in the contract.
• Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients.
• Identify and learn appropriate product details to facilitate better client interaction and troubleshooting.
• Document and analyze call logs to spot most occurring trends to prevent future problems.
• Maintain and update self-help documents for customers to speed up resolution time.
• Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution.
• Ensure all product information and disclosures are given to clients before and after the call/email requests.
• Avoids legal challenges by complying with service agreements.

Requirements & Tech Stack

• Voice Clarity
• Accent Neutrality
• Fluency in English
• Grammar
• Knowledge of basic computer operations
• Willingness to rotate shifts, as needed
• Courteous with strong customer service orientation.
• Dependable with attention to detail.
• Good listening and speaking skills.
• Willingness to learn.
• Good sales skills.
• Claims Processing (Mandatory Skill)
• RAVE system
• SLAs

Qualifications

• Graduate / HSC
• Experience of 6 months and above desirable in the service industry.
• Experience in call center will be an advantage.
• Age requirements will be considered.
• Client mandated tests: Reference Check (PI), Culture Fitment Check (PI), Stability Check (PI).

Performance Parameters

• Process: Number of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback.
• Self-Management: Productivity, efficiency, absenteeism, Training Hours, Number of technical training completed.