Management Trainee

Job Description

Role Purpose
The role is dedicated to providing effective technical support to the process and resolving client issues either directly or by timely escalation to meet process SLAs.

Key Responsibilities

Client Support:

• Ensure quality standards in transaction management to support the process.
• Handle incoming client requests via phone and email courteously and professionally.
• Document key user information, including client name, department, contact details, and problem details.
• Update availability in the RAVE system to optimize process productivity.
• Record, track, and document each query, including problem-solving steps and resolution status.
• Follow standard procedures to resolve client queries within the SLAs specified in the contract.
• Utilize internal knowledge bases and FAQs to support effective problem resolution.
• Familiarize and stay updated on product details to enhance client interaction and troubleshooting.
• Analyze call logs to identify recurring issues and reduce future problem occurrences.
• Maintain and update self-help resources for clients to reduce resolution time.
• Escalate critical client issues to Team Leader when timely resolution is at risk.
• Ensure all product information and disclosures are communicated to clients before and after calls or emails.
• Comply with service agreements to avoid legal risks.

Customer Service Excellence:

• Deliver exceptional customer service through accurate diagnosis and troubleshooting.
• Provide product support by diagnosing issues and guiding clients through step-by-step solutions.
• Assist clients with product navigation and improve their understanding of product features.
• Handle all client queries professionally, courteously, and in a user-friendly manner.
• Maintain accurate records and logs of customer queries per guidelines.
• Process all incoming calls and emails efficiently using tracking software.
• Offer alternative solutions where appropriate to retain client business.
• Communicate ideas effectively, tailoring oral messages to suit different audiences and situations.
• Conduct follow-ups and scheduled callbacks to gather feedback and ensure SLA compliance.

Operational Excellence and Continuous Improvement:

• Participate in product training to stay updated on features, changes, and enhancements.
• Engage in any additional client-recommended or required training.
• Collaborate with team leaders to identify training themes to better serve clients.
• Enhance job knowledge through self-learning and maintaining personal networks.