Production Specialist L3

Role Overview

This position aims to deliver proficient technical assistance within the process and ensure swift resolution of client issues directly or by escalating when necessary, adhering to service level agreements (SLAs).

Primary Duties

• Manage transactional processes meeting established quality benchmarks.
• Respond promptly and courteously to client inquiries via phone or email.
• Collect detailed end-user information such as name, department, contact details, and issue description.
• Keep availability status updated in the RAVE system to maximize process productivity.
• Log and monitor all queries, document problem-solving measures, and record outcomes of resolution attempts.
• Adhere to standardized procedures for handling and resolving client queries within contractual SLAs.
• Utilize internal knowledge bases and FAQs to enhance problem-solving efficiency.
• Acquire detailed product knowledge to improve client interaction and troubleshooting capability.
• Analyze call log data to identify frequent issues and help prevent recurring problems.
• Maintain and update self-help resources to expedite future issue resolution.
• Escalate critical client concerns to team leadership if timely solutions are not possible.
• Provide necessary product information and legal disclosures before and after client communications.

Customer Service Excellence

• Deliver high-quality customer support through effective query diagnosis and troubleshooting.
• Guide clients through product menus to enhance their understanding of features.
• Address client issues in a professional, polite, and user-friendly manner.
• Maintain accurate logs of all customer interactions according to process guidelines.
• Process incoming calls and emails using designated tracking tools.
• Offer alternative solutions to retain clients when applicable.
• Communicate clearly and tailored to the audience’s needs and contexts.
• Conduct follow-ups and scheduled callbacks to gather feedback and assure SLA compliance.

Continuous Improvement & Learning

• Participate in ongoing product training to remain up-to-date with new features and updates.
• Engage in client-specific or recommended training programs.
• Collaborate with leadership to identify training needs and improve service delivery.
• Pursue self-directed learning opportunities and maintain professional networks.

Performance Indicators

• Number of cases resolved daily, adherence to quality and process standards, SLA compliance, customer feedback scores, and internal pulse assessments.
• Personal productivity, efficiency, attendance, training hours, and completion of required technical training.

Eligibility

Applicants should have 5 to 8 years of experience in Financial Planning & Analysis.

Company Vision

Join a forward-thinking organization committed to digital transformation and continual evolution. Embrace the opportunity to reinvent your skills and career in a company that values bold ambitions and personal growth.