1004 Customer Queries Jobs - Page 32

Job Summary The Telemarketing Senior Executive is responsible for leading telemarketing efforts, managing customer calls, generating leads, and supporting the sales team to achieve business goals. This role involves making outbound calls, following up on leads, and ensuring excellent customer service. Key Responsibilities : Lead Generation and Follow-Up : - Make outbound calls to potential customers to promote products or services. - Follow up on leads from marketing campaigns to turn them into sales opportunities. - Maintain a list of qualified leads and share it with the sales team. Customer Communication : - Explain product or service details to customers clearly. - Address customer questions and concerns professionally. -Build and maintain good relationships with customers over the phone. Team Support and Guidance : - Assist junior telemarketers with their calls and targets. - Share best practices and provide guidance to the team to improve performance. Reporting and Tracking : - Record call details, feedback, and outcomes in CRM software. - Prepare and submit reports on daily, weekly, and monthly telemarketing activities. Market Insights : - Gather customer feedback and share it with the marketing and sales teams. - Stay updated on company products and industry trends to handle customer queries effectively.

Role & responsibilities What you will do: The Customer Care Representative will be responsible for: Providing customer support to international customers over calls/chat/email Resolving customer issues Adhere to basic customer onboarding process Handling customers claims Running customized reports Cross-functional collaboration with internal customers as and when needed Preferred candidate profile Have exceptionally effective communication skills (both verbal & written) Empathetic, patient & has a solution-oriented thinking skills. Adaptable, agile & have accuracy in customer data handling. Education criteria: Bachelor's degree or equivalent Minimum Experience: Minimum six months to five (0.6-5) years professional experience in customer service/Sales/Support/Communication intensive roles with international experience Flexible working in rotational shifts Willing to work for Delhi/Gurgaon location. Assess for resilience, tone of voice and problem-solving attitude. Candidates in or around Gurgaon (preferred) What you can expect Attractive compensation packages Spread your wings and take ownership of your career with opportunities to advance through internal promotions, job rotations, training and leadership programs and cross-functional projects. Complimentary 24/7 access to our learning platforms to support you in becoming who you want to be. Health & wellness, employee aid, and rewards and recognition programs, special employee discounts on shipping, travel, and more

Role & responsibilities This is a critical profile where candidate would be responsible for managing & resolving the complaints E2E for UK customers They would be dealing with both Standard & high priority complaints, also required to perform multiple tasks on call/email to mitigate areas of customer dissatisfaction, process failure and advisor failure by conducting a full investigation. To provide Root cause analysis, investigate all customer complaints received via any channel, identify appropriate service solutions and liaise closely with internal teams to resolve customer issues. Take E2E ownership and follow up on issues to achieve first call resolution at all times and SLA targets identify and communicate areas for improved efficiencies for Frontline teams via Feedback loop or available compliance model Understand Vodafone vision and goals; demonstrate alignment to these in attaining the teams goals and in relationships with other people. Preferred candidate profile Must be Graduate Must be willing to work on Hybrid Model at Pune Perks and benefits 2 to 7 years experience in customer service, L2 complaints handling & Retentions Responds constructively to change Able to effectively handle objections Able to adhere to Vodafone processes and contributes to process improvements Use knowledge of products, technology, processes and systems to solve problems that impact our customers. Brings the customer experience into every decision; Acts as a customer champion and takes accountability for identifying and addressing underlying service issues.

- Managing both chat and voice interactions - Handle customer inquiries and issues through chat (70%) and voice (30%). - Proactively manage chat flows to resolve customer concerns. - Manage customer interactions under pressure

Job Description: Tech Mahindra is looking for dedicated and customer-focused individuals to join our team as Customer Service Associates for the Leading E-Commerce Process in Noida. As a Customer Service Associate , you will be a crucial link between the customers and the e-commerce platform, ensuring their queries and concerns are addressed promptly and professionally. Key Responsibilities: Manage customer inquiries and interactions through chats, delivering an exceptional customer experience. Assist customers with product information, order placement, order tracking, returns, and any other inquiries they may have related to products. Address customer concerns, complaints, and issues effectively, striving to resolve them to the customer's satisfaction. Stay well-informed about the products available on the e-commerce platform, keeping up with product updates, promotions, and discounts. Collaborate with the team to provide solutions for complex customer issues and escalate matters when necessary. Maintain accurate and detailed records of customer interactions in the company's CRM system. Adhere to company policies and guidelines to ensure consistency and quality in customer service. Qualifications and Skills : Graduates and Under-Graduates from any discipline are welcome to apply. Versant V-5 Required. Good communication skills in English (both written and verbal). Good problem-solving and interpersonal skills. Willingness to work in a customer-centric and fast-paced environment. Basic computer and internet proficiency. Benefits: Competitive annual CTC of up to 2.70 LPA. 5 Days Working with rotational off. One-side Cab Facility in Odd Hrs. Comprehensive training and ongoing support. Growth opportunities within a leading tech organization. Employee-friendly work environment. Health and wellness benefits. Tech Mahindra is an equal opportunity employer and values diversity in its workforce. We encourage applicants from various backgrounds to apply.

- Tata 1mg Customer Service - Hsc/Graduate - Good communication - Salary:- 15000 Inhand for HSC Fresher - 16000 Inhand for Graduate Fresher - Shift Timing:- 8 Hours Shift - Male Candidates 7am to 12am Window - Female Candidates 6am to 7pm Window Required Candidate profile Qualification: Min HSC Freshers/Experienced both can apply. To schedule your interview Call or send your CV through WhatsApp (number mentioned below) HR Mangesh :- 7798214006 Perks and benefits High Incentives and growth opportunities.

Respond promptly to customer inquiries via phone, email, chat, or in-person. Handle and resolve customer complaints in a professional and empathetic manner. Maintain detailed records of customer interactions, transactions, comments, and complaints. Required Candidate profile Identify customer needs and provide appropriate solutions or direct them to the relevant department. Ensure customer satisfaction and provide professional support throughout the customer journey.

Job Summary: We are seeking dynamic and customer-focused professionals for an international tech sales and service process. This role involves outbound calling and chat support to assist and sell to international customers, ensuring top-tier service delivery. CTC + IJP (Internal Job Posting) (It is work from office only) Travel Tickets + 14 Days guest house + Relocation Bonus(Applicable for candidates relocating to Jaipur) Candidate has to relocate to Jaipur within a week after selection. Note: Please don't apply if you are not comfortable to relocate Key Responsibilities: Handle outbound calls and chat interactions with international customers Provide technical support and recommend appropriate tech products and services Achieve sales targets while maintaining high customer satisfaction Adapt to rotational shifts and weekly rotational offs Requirements: Graduation is mandatory Minimum 1 year of international BPO and tech sales/service experience Excellent verbal and written communication skills Comfortable with a fast-paced, target-driven environment Perks: 5-day work week Deductions PF, Gratuity and Mediclaim from fixed CTC . Benefits:- Guest House Stay for 14 days for outstation candidates. Candidate can apply for an IJP (Promotion) after 9 months. Salary increments every year basis performance Relocation Bonus

# Designation - Ins Sales Executive # Qualification - Graduate/undergraduate # location - Gurugram # Salary - Best in the industry ABOUT PROCESS:- Acko General Insurance: - Its an on portal where we can purchase a different type of insurances. It is funded by Amazon Basically they have tie up with multiple brands like tata, mahindra, maruti, honda, kia, toyata, suzuki, etc. Acko was founded by Mr.Varun Dua in 2016. Acko also sponsored in shark tank ,IPL Acko general insurance deals in three insurances 1 Health Insurance 2 Motor Insurance 3 Travel Insurance Selection Procedure:- # First HR Round # Second Client Round ROLES AND RESPONSIBILITY # Conversion of hot leads into sales # Handling customer queries # Outbound calls handling.

Responsibilities: * Manage customer queries via phone, email & chat * Maintain high NPS through timely resolutions * Collaborate with teams on product improvements * Provide exceptional support within SLA's Performance bonus Referral bonus

We Are Hiring For Leading IT MNC in Bangalore For International Voice Process. Please go through the JD and Apply Through Naukri. We shall Call Back Relevant Profiles. Roles and Responsibilities Min 1 Year International Customer Support Experience Mandatory Provide customer service support to clients through various channels such as email, chat, and non-voice processes. Handle customer inquiries and resolve issues in a timely and professional manner. Work on international BPO projects with 24x7shifts Participate in blended process operations where both voice and non-voice tasks are handled. Possess good communication skills with ability to work under pressure. To Apply, WhatsApp 'Hi' @ 9151555419 Follow the Steps Below: Click on Start option to Apply and fill the details Select the location as Other ( to get multiple location option ) To Apply for above Job Role ( Bangalore ) Type : Job Code # 318

Hiring – International Voice Process US Shift | 5 Days Working | 2 Days Off Package: 5.75 LPA In-Hand: 44,000 – 46,000 Min 1 year international voice experience Excellent communication skills Graduation mandatory Contact HRMayur – 7357769199

HBR IS CONDUCTING WALK IN DRIVE FOR INTERNATIONAL NON VOICE & VOICE PROCESS Interview Venue: Human Before Resource Private Limited. Block F-1 Sector 3 Office Number - B001 Near- Beside HCL Technologies (Sector 16 Noida Metro Ranjnigandha Gate) Noida -201301 Interested fresher/experienced candidates can share their updated CV on the below WhatsApp number for booking interview slot. Call & WhatsApp No: 9147047909, 9147047908 Job Location - Noida Eligibility: Graduate Fresher & UG With Exp can apply. ( Pursuing candidates are not eligible.)Excellent English communication is mandatory. Desired Candidate Profile Candidates must have excellent communication in English. Candidates should be comfortable with night shifts Candidates should be comfortable with work from office. Candidates should have all marksheets and certificates. Candidates should have all government ID proofs ( Aadhar Card and PAN Card) Candidates have to come to office for walk-in interview. Candidates should be located within 25-30 kms of boundary from office location. Candidates should be immediate joiners. Perks and Benefits. Permanent and full time opportunity One way cab facility Incentives and allowances 5 Working Days Role & responsibilities: Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner 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 . Interview Venue: Human Before Resource Private Limited. Block F-1 Sector 3 Office Number - B001 Near- Beside HCL Technologies (Sector 16 Noida Metro Ranjnigandha Gate) Noida -201301 Interested fresher/experienced candidates can share their updated CV on the below WhatsApp number for booking interview slot. Call & WhatsApp No: 9147047909, 9147047908

HBR IS CONDUCTING WALK IN DRIVE FOR INTERNATIONAL NON VOICE & VOICE PROCESS Interview Venue: Human Before Resource Private Limited. Block F-1 Sector 3 Office Number - B001 Near- Beside HCL Technologies (Sector 16 Noida Metro Ranjnigandha Gate) Noida -201301 Interested fresher/experienced candidates can share their updated CV on the below WhatsApp number for booking interview slot. Call & WhatsApp No: 9147047909, 9147047908 Job Location - Noida Eligibility: Graduate Fresher & UG With Exp can apply. ( Pursuing candidates are not eligible.)Excellent English communication is mandatory. Desired Candidate Profile Candidates must have excellent communication in English. Candidates should be comfortable with night shifts Candidates should be comfortable with work from office. Candidates should have all marksheets and certificates. Candidates should have all government ID proofs ( Aadhar Card and PAN Card) Candidates have to come to office for walk-in interview. Candidates should be located within 25-30 kms of boundary from office location. Candidates should be immediate joiners. Perks and Benefits. Permanent and full time opportunity One way cab facility Incentives and allowances 5 Working Days Role & responsibilities: Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner 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 . Interview Venue: Human Before Resource Private Limited. Block F-1 Sector 3 Office Number - B001 Near- Beside HCL Technologies (Sector 16 Noida Metro Ranjnigandha Gate) Noida -201301 Interested fresher/experienced candidates can share their updated CV on the below WhatsApp number for booking interview slot. Call & WhatsApp No: 9147047909, 9147047908

Designation: Senior Process Executive Domain: International Customer Support (Voice) Experience: Minimum 1 year in international voice process Qualification: Graduate (Mandatory) CTC: Up to 5.75 LPA Fixed Location: Pune Shifts: 24/7 US Rotational

Job Description: We are hiring a full-time Customer Support Executive for our Udupi office. The ideal candidate will handle customer queries through phone, WhatsApp, and email, and ensure excellent support and service. Key Responsibilities: Assist customers with product inquiries, orders, and issues Communicate clearly and professionally in English and Hindi Maintain accurate records of customer interactions Coordinate with internal teams to resolve concerns efficiently Requirements: Proficiency in English and Hindi (mandatory) Malayalam speaking is a plus Basic computer knowledge (Excel, Email, CRM tools) Good communication and problem-solving skills Prior customer support experience preferred Working Hours: 9:00 AM to 6:00 PM Salary: 10,000 - 17,000 per month (based on experience) Languages Required: English & Hindi (Must), Malayalam (Added Advantage)

We are looking for customer-focused individuals to join our dynamic team for delivering exceptional service to Customer via phone & WhatsApp chat & Engage with customers to resolve queries and assist with onboarding. Shift Timings-12:00 PM – 8:00 PM Required Candidate profile • Any graduate can apply. • Excellent communication skills • Manage calls proactively and professionally. • Build positive relationships with customers • Handle and resolve customer complaints

We are seeking a motivated and detail-oriented Customer Support Executive to manage seller-related issues on our e-commerce platform. This is a remote role requiring strong communication skills, problem-solving abilities, and familiarity with customer support best practices. Key Responsibilities: Manage Seller Appeal Cases Review and resolve seller appeals related to account suspensions, listing removals, and performance violations. Analyze submitted evidence and respond in accordance with platform policies and standards. Maintain documentation of all appeal resolutions and follow-up actions. Seller API Communication Collaborate with internal teams to identify seller account or product listing issues. Communicate with sellers through API-integrated systems, ensuring timely and accurate messaging. Provide clear, concise instructions or feedback to sellers to facilitate resolution.

We are looking for customer support head with following requirements. Job Summary: Male or female candidates with diploma or Graduates in Engineering/science/management with 5 years of similar experience. Eexperience in handling customer queries in product based organization preferred. Job profile is to ensure good after sales service of company products by attending to quality complaints sales queries -promptly and resolving customer queries. In and around Banashankari, Jayanagar, Basavagudi, Chamrajpet, kumarswamy layout . Able to manage the team of sales and service department to ensure customer sationsfaction.

the Job description of Customer Care Executive (Customer Retention) :- About the Role :- We are seeking a Customer Care Executive Retention & Renewal Specialist who’s fluent in empathy, skilled in persuasion, and passionate about delivering white-glove service to global clients. If you thrive in high-energy, remote-first teams and have a background rooted in international BPOs or US-based customer service, let’s talk. What You’ll Be Doing :- Handle inbound and outbound customer interactions with a focus on subscription renewals, customer retention, and win-back campaigns. Understand customer pain points, objections, and reasons for cancellation — and turn them into opportunities. Use consultative selling techniques to offer personalized solutions, plan upgrades, or loyalty benefits. Monitor renewal cycles and proactively follow up with customers nearing the end of their subscription period. Collaborate with product and billing teams to resolve issues efficiently. Maintain accurate documentation of customer communications and renewal statuses in CRM systems. You’re a Great Fit If You Have :- 3+ years of experience in customer retention, renewals, or subscription support, especially in an international BPO or US-based customer service role. Excellent verbal and written communication skills in fluent English, with a neutral or US accent. Proven ability to build rapport, influence decisions, and handle objections gracefully. High emotional intelligence and a knack for creating positive customer experiences. Familiarity with CRM tools and subscription management platforms. Availability to work night shifts (aligned with US hours). Why You’ll Love Working With Us :- Fully remote role – work from the comfort of your home, wherever you are. Join a customer-obsessed team that believes in solving, not selling. Performance incentives and career advancement opportunities. Be part of a high-impact function that directly contributes to revenue growth. Work-life balance, global exposure, and a culture that values your voice.

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs 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 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 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 Deliver No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: Order Management-Level 1.

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs 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 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 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 Deliver No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: Invoice to Pay(Transactional Accounting).

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs 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 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 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 Deliver No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: O2C (Transactional Accounting Services).

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs 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 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 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 Deliver No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: Record to Report - DOP.

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs 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 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 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 Deliver No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: Order Management(Comms).