Are you looking for an exciting opportunity to work in a fast-paced environment and deliver exceptional client support? This Associate role in Gurugram, India, under the DOP category (Req ID: 3119851), offers a chance to excel in providing technical support and maintaining high service standards.

Role Purpose

The treated associate is expected to provide customer support services, respond in a timely manner to the customer concerns, and escalate issues when they pose a risk to SLA agreements for the process in question.

Key responsibilities

Client support

• Handle transactions efficiently and ensure compliance with quality standards. 
• Respond courteously to client requests via telephone or email. 
• Log all client interactions, including identification details, nature of the issue, and resolution steps. 
• Use internal knowledge bases and resources to resolve queries effectively. 
• Troubleshoot client problems through step-by-step guidance, ensuring excellent customer service. 
• Offer alternative solutions when applicable to retain client business. 
• Follow standard operating procedures to resolve issues promptly. 
• Escalate unresolved or critical issues to team leaders as necessary. 

Process management

• Track every contact and its particulars on the systems provided for tracking.
• Classify common problems amongst external parties to avoid recurrence of such in the future.
• Write as well as reform existing self-help papers for the customers.
• Provide all relevant particulars to clients and adhere to the covenants of the service agreements.

Continuous improvement

• Ensure that relevant training is provided in order to understand the changes made to the product and the new introducing features.
• Attend brainstorming sessions with the team leaders and discover learning opportunities.
• Complete tasks of self-learning to improve on the knowledge and expertise.

Stakeholder Interaction

Internal:

Team Leaders: In connection with reviews of their performance and directions.

HR: On the issues of the personnel’s recruitment, engagement, and retention.

Training Team: On the acquisition of new skills.

Technical leadership: At the level of escalation and resolution of issues.

External:

• Clients: To identify and support the resolved queries.
• Competency requirements.

Functional Competencies

• Process Knowledge: Foundation to Competent Level.
• Able to handle the tools and systems that are relevant to the process assigned to him/her.
  
  Apply job from here
  Apply Now

Behavioral Competencies

Work within teams as part of functional projects.

Apply critical thinking in solving problems and making decisions.

Working with systems that require detailed information.

There is satisfactory delivery of work as employed.

Will always render or perform duties in relation to the needs of the clients.

Deliver information in an understandable way.

Performance Parameters

Process:

• It is the average amount of the case settled within one day.
• Quality assurance and adherence to the Service Level Agreement.
• Measures of customer satisfaction, especially considering the feedback provided by clients.

Self Management:

• These are different measures that could be used in a particular area.
• It is the rate at which personnel report for duty.
• Number of hours necessary for the training and effective sessions.

Why This Role?

The Associate profile at our Gurugram office is especially suited for individuals who enjoy tackling problems, working with people as well as clients, and making people happy. There are challenges to work on and several opportunities to learn and grow in relation to this role.

If you’re looking to make a difference while enhancing your skills, this position is your gateway to success. 

Location: Gurugram, India

Category: DOP

Req ID: 3119851

Join us to take the next leap of your career—apply now and explore possibilities!