Trilingual Complaint Assistant

• **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**- 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 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- 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- 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

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