Marketing Expert

Role Purpose The purpose of the role is to provideeffective technical support to the process and actively resolveclient issues directly or through timely escalation to meet processSLAs.

Do 1. Support process by managing transactions as perrequired quality standards 1. Fielding all incoming help requestsfrom clients via telephone and / or emails in a courteous manner 2.

Document all pertinent end user identification information,including name, department, contact information and nature ofproblem or issue 3.

Update own availability in the RAVE system toensure productivity of the process 4. Record, track, and documentall queries received, problem- solving steps taken and totalsuccessful and unsuccessful resolutions 5.

Follow standardprocesses and procedures to resolve all client queries 6. Resolveclient queries as per the SLA’s defined in the contract 7.

Accessand maintain internal knowledge bases, resources and frequentlyasked questions to aid in and provide effective problem resolutionto clients 8.

Identify and learn appropriate product details tofacilitate better client interaction and troubleshooting 9.Document and analyze call logs to spot most occurring trends toprevent future problems 10.

Maintain and update self-help documentsfor customers to speed up resolution time 11. Identify red flagsand escalate serious client issues to Team leader in cases ofuntimely resolution 12.

Ensure all product information anddisclosures are given to clients before and after the call / emailrequests 13. Avoids legal challenges by complying with serviceagreements 1.

Deliver excellent customer service through effectivediagnosis and troubleshooting of client queries 1. Provide productsupport and resolution to clients by performing a questiondiagnosis while guiding users through step-by-step solutions 2.

Assist clients with navigating around product menus and facilitatebetter understanding of product features 3. Troubleshoot all clientqueries in a user-friendly, courteous and professional manner 4.

Maintain logs and records of all customer queries as per thestandard procedures and guidelines 5. Accurately process and recordall incoming call and email using the designated tracking software6.

Offer alternative solutions to clients (where appropriate) withthe objective of retaining customers’ and clients’ business 7.

Organize ideas and effectively communicate oral messagesappropriate to listeners and situations 8. Follow up and makescheduled call backs to customers to record feedback and ensurecompliance to contract / SLAs 1.

Build capability to ensureoperational excellence and maintain superior customer servicelevels of the existing account / client 1.

Undertake producttrainings to stay current with product features, changes andupdates 2. Enroll in product specific and any other trainings perclient requirements / recommendations 3.

Partner with team leaders tobrainstorm and identify training themes and learning issues tobetter serve the client 4. Update job knowledge by participating inself learning opportunities and maintaining personal networksStakeholder Interaction Stakeholder Type Stakeholder IdentificationPurpose of Interaction Internal Team Leaders Performance review HRHiring and employee engagement and retention Training TeamCapability development Technical Lead Training, issue escalation / resolution External Client Query Resolution Display Lists thecompetencies required to perform this role effectively : -Functional Competencies / Skill - Process Knowledge - Knowledge ofassigned process, tools and systems - Foundation to CompetentCompetency Levels Foundation Knowledgeable about the competencyrequirements.

Demonstrates (in parts) frequently with minimalsupport and guidance. Competent Consistently demonstrates the fullrange of the competency without guidance.

Extends the competency todifficult and unknown situations as well. Expert Applies thecompetency in all situations and is serves as a guide to others aswell.

Master Coaches others and builds organizational capability inthe competency area. Serves as a key resource for that competencyand is recognized within the entire organization.

BehavioralCompetencies - Collaborative working - Problem solving and decisionmaking - Attention to Detail - Execution Excellence - Client(Internal) Centricity - Effective Communication Deliver No.

Performance Parameter Measure 1. Process No. of cases resolved perday, compliance to process and quality standards, meeting processlevel SLAs, Pulse score, Customer feedback 2.

Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No oftechnical training completed Digital Marketing#J-18808-Ljbffr