Financial Analyst

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Job Overview

Location
Gurugram, Haryana
Job Type
Full Time
Date Posted
3 months ago

Additional Details

Job ID
25844
Job Views
300

Job Description

    1. Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
    2. Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
    3. Update own availability in the RAVE system to ensure productivity of the process
    4. Record, track, and document all queries received, problem- solving steps taken and total successful and unsuccessful resolutions
    5. Follow standard processes and procedures to resolve all client queries
    6. Resolve client queries as per the SLA’s defined in the contract
    7. Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
    8. Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
    9. Document and analyze call logs to spot most occurring trends to prevent future problems
    10. Maintain and update self-help documents for customers to speed up resolution time
    11. Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
    12. Ensure all product information and disclosures are given to clients before and after the call/email requests
    13. Avoids legal challenges by complying with service agreements

 

 

 

 

  1. Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
    1. Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
    2. Assist clients with navigating around product menus and facilitate better understanding of product features
    3. Troubleshoot all client queries in a user-friendly, courteous and professional manner
    4. Maintain logs and records of all customer queries as per the standard procedures and guidelines
    5. Accurately process and record all incoming call and email using the designated tracking software
    6. Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
    7. Organize ideas and effectively communicate oral messages appropriate to listeners and situations
    8. Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

 

Tags

Financial Analyst

Qualification

Any Graduate

Experience Requirements

Fresher Experience

Location

Company Details

Wipro

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