Job description:

Job Description
Experience Profile Education Requirements
Role Offshore Staff Offshore Staff
Associate Fresher or Experience
Strong aptitude for learning system software and product specific information
Strong analytical skills
Good English Comprehension skills
Ability to multitask with Keyboard shortcut skills
Having good hands on to computer typing Skills with a speed of 30WPM and 90% Accuracy.
Should be comfortable working in 24/7 shifts as per the business requirement Under Graduate/ Graduate Degree - Business or any discipline
B.SC IT,MBA,BE not eligible to apply
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Do
Support process by managing transactions as per required quality standards
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 SLA’s 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 responsible 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
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Deliver excellent customer service

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