Jobs, fresher vacancy - Executive/ Sr. Executive • UK

Company: Axiom Software Solutions Limited

UK

Executive/Sr. ExecutiveJob Location : London, UK Job DetailsJob DescriptionRole PurposeThe purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. ͏Do• Support process by managing transactions as per required quality standardso Fielding all incoming help requests from clients via telephone and/or emails in a courteous mannero Document all pertinent end user identification information, including name, department, contact information and nature of problem or issueo Update own availability in the RAVE system to ensure productivity of the processo Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutionso Follow standard processes and procedures to resolve all client querieso Resolve client queries as per the SLA’s defined in the contract o Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clientso Identify and learn appropriate product details to facilitate better client interaction and troubleshooting o Document and analyze call logs to spot most occurring trends to prevent future problemso Maintain and update self-help documents for customers to speed up resolution timeo Identify red flags and escalate serious client issues to Team leader in cases of untimely resolutiono Ensure all product information and disclosures are given to clients before and after the call/email requestso Avoids legal challenges by complying with service agreements͏• Deliver excellent customer service through effective diagnosis and troubleshooting of client querieso Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutionso Assist clients with navigating around product menus and facilitate better understanding of product features o Troubleshoot all client queries in a user-friendly, courteous and professional mannero Maintain logs and records of all customer queries as per the standard procedures and guidelineso Accurately process and record all incoming call and email using the designated tracking softwareo Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ businesso Organize ideas and effectively communicate oral messages appropriate to listeners and situationso Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs͏• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/cliento Undertake product trainings to stay current with product features, changes and updateso Enroll in product specific and any other trainings per client requirements/recommendationso Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the cliento Update job knowledge by participating in self learning opportunities and maintaining personal networks