Production Agent

Job Description
Role Purpose

The role is designed to deliver effective technical support and resolve client issues promptly, either directly or through escalation, to ensure adherence to process SLAs and maintain high service quality standards.

Key Responsibilities

Process Support and Client Interaction

• Handle transactions in accordance with established quality standards.
• Respond to incoming client queries via phone or email in a professional and courteous manner.
• Record pertinent client details, including contact information, department, and issue description.
• Update personal availability in the RAVE system to ensure process productivity.
• Document, track, and analyze all client interactions and resolutions, including successful and unsuccessful outcomes.

Problem Resolution

• Follow standard procedures to address and resolve client queries effectively.
• Utilize internal knowledge bases, resources, and FAQs for troubleshooting.
• Learn and apply relevant product information to enhance client interactions.
• Maintain and update client self-help resources to expedite resolution.
• Monitor call logs for recurring issues and take steps to mitigate them.
• Escalate unresolved or critical issues to the Team Leader for timely intervention.

Customer Service Excellence

• Deliver exceptional customer service through accurate diagnosis and troubleshooting of client issues.
• Provide product support by guiding users through step-by-step solutions.
• Assist clients with product navigation and enhance their understanding of features.
• Offer alternative solutions to retain clients and ensure satisfaction.
• Maintain logs and records of all client interactions in compliance with procedures.
• Follow up on client cases, record feedback, and ensure SLA adherence.

Capability Building and Continuous Improvement

• Stay updated on product features, changes, and updates through training programs.
• Participate in product-specific and other relevant training sessions.
• Collaborate with team leaders to identify training needs and themes for improved client support.
• Engage in self-learning opportunities and expand professional networks to enhance job knowledge.

Compliance and Legal Adherence

• Provide complete and accurate product information to clients before and after handling requests.
• Ensure compliance with service agreements to avoid legal challenges.

Skills and Attributes

• Strong troubleshooting and problem-solving abilities.
• Effective communication and interpersonal skills.
• Capability to handle client interactions courteously and professionally.
• Commitment to delivering exceptional customer service.
• Ability to adapt to new product updates and changes efficiently.