Role Description
Role Proficiency:
A Voice Associate should under continuous guidance be able to take customer support calls effectively and efficiently; follow the SOPs to complete the process and endeavour to resolve the issue or escalate to a more knowledgeable person to resolve in alignment with SLAs.rnA Data Associate should under continuous guidance effectively and efficiently process transactions assigned in a timely manner and ensure that quality of output and accuracy of information is maintained in alignment with SLAs.
Outcomes
Acts under continuous guidance and support to achieve the following:
- Service Level Agreement (SLAs) specified by the client in terms of quality productivity and schedule should be managed to ensure 100% adherence.
- Data: Enter and verify data; follow the SOP to ensure completion of tasks
- Voice: Customer calls responses and any updates or edits to workflow based on after call work should be performed per directions.
- Should be aware of any clients process product and updates and ensure 100% compliance towards the same.
- Address any problems with the supervisor /QA to ensure maximum productivity and efficiency.
- Take steps to improve performance based on coaching.
Measures Of Outcomes
- 100% Adherence to quality standards
- Adherence to turnaround time for response and resolution
- Completion of all mandatory training requirements
- 100% adherence to process and standards
- 100% adherence to SLAs where applicable
- Number of issues fixed/tasks completed
- Number of non-compliance issues with respect to SOP
Outputs Expected
Processing Data:
- Processing transactions assigned as per SOPs
Handling Calls Voice
- Handle customer support calls resolve issues and complete after-call work
Issue Resolution
- Identifies analyses and solves the incidents/tickets.
Training
- Attends one on one need-based domain/project/technical trainings as needed
Escalation
- Escalate problems to appropriate individuals/support team based on established guidelines and procedures.
Monitoring
- Monitors progress of requests for support and ensures users and other interested parties are kept informed.
Status Reporting
- Report status of tasks assigned comply with project related reporting standards/process
Manage Knowledge
- Consume project related documents share point libraries and client universities
Release
- Adhere to release management process
Skill Examples
- Customer Focus: Focus on providing a prompt and efficient service to customers goes out of the way to ensure that individual customer needs are met.
- Attention to detail to ensure SOPs are followed and mistakes are not knowingly made
- Team Work: Respect others and work well within the team.
- Communication: Speak clearly and write in a clear and concise manner. Uses appropriate style and language for communication (Data)
- Communication: Speaks in an accent neutral manner or with the accent required for the process with good vocabulary and grammar skills. Writes clearly (Voice)
- Willingness and ability to learn new skills domain knowledge etc.
- Frontline resource - Voice/Backoffice/Testing
Knowledge Examples
- Familiar with Windows Operating Systems MS Word MS Excel etc.
- English comprehension – Reading Writing and Speaking
- Basic domain knowledge if possible
- Experience level – Less than 2 years
Additional Comments
Support and enable Marketing department, providing business program marketing support including but not limited to:
- Driving the strategy and execution of customized and scalable global partner co-marketing programs and campaign.
- Developing full year co-marketing framework and managing the approval process and plan globally.
- Program Training.
- Escalation management.
- Noncompliance-work with IIP finance for resolution of compliance queries.
- Localization of content.
- Provide marketing assistance to customers using effective communication, listening and comprehension skills.
- Solve problems within agreed quality standards using a good understanding of customer and Intel relationship.
- Identifies and escalates complex problems to next level of support and resolve as per agreed SLA.
- Familiarizes self with the company partner marketing programs.
- Help to provides solutions/suggestion to customer, following a set of SOP.
- Provide good customer service experience to customers.
- Understand and respect language and country nuances when talking with the customers in different countries. Requirements:
- Diploma/degree holder in any field, marketing or Accounting / Finance degree holders preferred.
- Open to fresher or having an internship experience in Marketing/ Finance and related fields.
- Good reporting, especially Excel or Power BI.
- Experience work in multinational company environment.
- Speaking in decent English.
- Positive attitude and able to drive the issue until resolved.
Skills
Escalation Management,Marketing,Excel,Power Bi
