Senior Customer Service Representative

Role Purpose

Provide effective technical support and actively resolve client issues directly or through timely escalation to meet process SLAs.

Key Responsibilities

• Support process by managing transactions as per required quality standards.
• Field 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.
• Comply with service agreements to avoid legal challenges.
• 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.

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.

Requirements & Tech Stack

• L&P Policy Acquisition & Servicing

Qualifications

• Experience: 1-3 Years.