General Accountant
hace 2 semanas
**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_
Tipo de puesto: Tiempo completo
Salario: $25,000.00 - $30,000.00 al mes
Horario:
- Lunes a viernes
- Turno de 8 horas
Prestaciones:
- Estacionamiento de la empresa
- Programa de referidos
- Seguro de gastos médicos mayores
- Seguro de la vista
- Seguro dental
- Seguro de vida
- Vacaciones adicionales o permisos con goce de sueldo
- Vales de despensa
Tipos de compensaciones:
- Bono trimestral
Idioma:
- Inglés (Obligatorio)
Lugar de trabajo: remoto híbrido en 45608, Guadalajara, Jal.
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