Voice Engineer
hace 2 semanas
Role Purpose
The purpose of the role is to provide effective technical support to the business process and actively resolve client issues directly or through timely escalation to meet process Service Level Agreements (SLAs).
Key Responsibilities
- Process Support
- Support the business process by managing transactions as per required quality standards.
- Field all incoming help requests from clients 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 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 leaders in cases of untimely resolution.
- Ensure all product information and disclosures are given to clients before and after the call/email requests.
- Avoid legal challenges by complying with service agreements.
- 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 calls and emails 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.
- 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.
Stakeholder 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
Competencies
- Functional Competencies/Skill
- Process Knowledge - Knowledge of assigned process, tools, and systems - Foundation to Competent
Behavioral Competencies
- Collaborative working
- Problem-solving and decision-making
- Attention to Detail
- Execution Excellence
- Client (Internal) Centricity
- Effective Communication
Performance Parameters
- Process
- Number of cases resolved per day
- Compliance to process and quality standards
- Meeting process level SLAs
- Pulse score
- Customer feedback
- Productivity
- Efficiency
- Absenteeism
- Training Hours
- Number of technical training completed
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