Associate / Officer / Senior Officer – Pune, India


  • Full Time

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Job Title : Associate / Officer / Senior Officer

Job Location : Pune, India

Job Description

Role Purpose


The purpose of the role is to provide effective technical supportto the process and actively resolve client issues directly or throughtimely escalation to meet process SLAs.


Support process by managing transactions as per requiredquality standards
Fielding all incoming help requests from clients via telephoneand/or emails in a courteous manner
Document all pertinent end user identification information,including name, department, contact information and nature of problem orissue
Update own availability in the RAVE system to ensureproductivity of the process
Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
Follow standard processes and procedures to resolve all clientqueries
Resolve client queries as per the SLA’s defined in thecontract
Access and maintain internal knowledge bases, resources andfrequently asked questions to aid in and provide effective problemresolution to clients
Identify and learn appropriate product details to facilitatebetter client interaction and troubleshooting
Document and analyze call logs to spot most occurring trends toprevent future problems
Maintain and update self-help documents for customers to speedup resolution time
Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution
Ensure all product information and disclosures are given toclients before and after the call/email requests
Avoids legal challenges by complying with service agreements





Deliver excellent customer service through effectivediagnosis and troubleshooting of client queries
Provide product support and resolution to clients by performinga question diagnosis while guiding users through step-by-step solutions
Assist clients with navigating around product menus andfacilitate better understanding of product features
Troubleshoot all client queries in a user-friendly, courteousand professional manner
Maintain logs and records of all customer queries as per thestandard procedures and guidelines
Accurately process and record all incoming call and email usingthe designated tracking software
Offer alternative solutions to clients (where appropriate) withthe objective of retaining customers’ and clients’ business
Organize ideas and effectively communicate oral messagesappropriate to listeners and situations
Follow up and make scheduled call backs to customers to recordfeedback and ensure compliance to contract /SLAs


Build capability to ensure operational excellence andmaintain superior customer service levels of the existing account/client
Undertake product trainings to stay current with productfeatures, changes and updates
Enroll in product specific and any other trainings per clientrequirements/recommendations
Partner with team leaders to brainstorm and identify trainingthemes and learning issues to better serve the client
Update job knowledge by participating in self learningopportunities and maintaining personal networks

















Stakeholder Interaction


Stakeholder Type

Stakeholder Identification

Purpose of Interaction


Team Leaders

Performance review


Hiring and employee engagement and retention

Training Team

Capability development

Technical Lead

Training, issue escalation/ resolution



Query Resolution




Lists the competencies required to perform this role effectively:


Functional Competencies/ Skill
Process Knowledge – Knowledge of assigned process, tools andsystems – Foundation to Competent


Competency Levels


Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.


Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell.


Applies the competency in all situations and is serves as a guide toothers as well.


Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognizedwithin the entire organization.


Behavioral Competencies
Collaborative working
Problem solving and decision making
Attention to Detail
Execution Excellence
Client (Internal) Centricity
Effective Communication






Performance Parameter




No. of cases resolved per day, compliance to process and qualitystandards, meeting process level SLAs, Pulse score, Customer feedback


Self- Management

Productivity, efficiency, absenteeism, Training Hours, No oftechnical training completed




Invoice to Pay(Transactional Accounting)


Job Overview