UST Hiring! Full Time Associate I - BPM in Selangor - Ricebowl

Role Description

Role Proficiency:

A Voice Associate should under continuous guidance be able to take customer support calls effectively and efficiently; follow the SOPs to complete the process and endeavour to resolve the issue or escalate to a more knowledgeable person to resolve in alignment with SLAs.rnA Data Associate should under continuous guidance effectively and efficiently process transactions assigned in a timely manner and ensure that quality of output and accuracy of information is maintained in alignment with SLAs.

Outcomes

Acts under continuous guidance and support to achieve the following:

• Service Level Agreement (SLAs) specified by the client in terms of quality productivity and schedule should be managed to ensure 100% adherence.
• Data: Enter and verify data; follow the SOP to ensure completion of tasks
• Voice: Customer calls responses and any updates or edits to workflow based on after call work should be performed per directions.
• Should be aware of any clients process product and updates and ensure 100% compliance towards the same.
• Address any problems with the supervisor /QA to ensure maximum productivity and efficiency.
• Take steps to improve performance based on coaching.
  
  

Measures Of Outcomes

• 100% Adherence to quality standards
• Adherence to turnaround time for response and resolution
• Completion of all mandatory training requirements
• 100% adherence to process and standards
• 100% adherence to SLAs where applicable
• Number of issues fixed/tasks completed
• Number of non-compliance issues with respect to SOP
  
  

Outputs Expected

Processing Data:

• Processing transactions assigned as per SOPs
  
  

Handling Calls Voice

• Handle customer support calls resolve issues and complete after-call work
  
  

Issue Resolution

• Identifies analyses and solves the incidents/tickets.
  
  

Training

• Attends one on one need-based domain/project/technical trainings as needed
  
  

Escalation

• Escalate problems to appropriate individuals/support team based on established guidelines and procedures.
  
  

Monitoring

• Monitors progress of requests for support and ensures users and other interested parties are kept informed.
  
  

Status Reporting

• Report status of tasks assigned comply with project related reporting standards/process
  
  

Manage Knowledge

• Consume project related documents share point libraries and client universities
  
  

Release

• Adhere to release management process
  
  

Skill Examples

• Customer Focus: Focus on providing a prompt and efficient service to customers goes out of the way to ensure that individual customer needs are met.
• Attention to detail to ensure SOPs are followed and mistakes are not knowingly made
• Team Work: Respect others and work well within the team.
• Communication: Speak clearly and write in a clear and concise manner. Uses appropriate style and language for communication (Data)
• Communication: Speaks in an accent neutral manner or with the accent required for the process with good vocabulary and grammar skills. Writes clearly (Voice)
• Willingness and ability to learn new skills domain knowledge etc.
• Frontline resource - Voice/Backoffice/Testing
  
  

Knowledge Examples

• Familiar with Windows Operating Systems MS Word MS Excel etc.
• English comprehension – Reading Writing and Speaking
• Basic domain knowledge if possible
• Experience level – Less than 2 years
  
  

Additional Comments

Support and enable Marketing department, providing business program marketing support including but not limited to:

• Driving the strategy and execution of customized and scalable global partner co-marketing programs and campaign.
• Developing full year co-marketing framework and managing the approval process and plan globally.
• Program Training.
• Escalation management.
• Noncompliance-work with IIP finance for resolution of compliance queries.
• Localization of content.
• Provide marketing assistance to customers using effective communication, listening and comprehension skills.
• Solve problems within agreed quality standards using a good understanding of customer and Intel relationship.
• Identifies and escalates complex problems to next level of support and resolve as per agreed SLA.
• Familiarizes self with the company partner marketing programs.
• Help to provides solutions/suggestion to customer, following a set of SOP.
• Provide good customer service experience to customers.
• Understand and respect language and country nuances when talking with the customers in different countries. Requirements:
• Diploma/degree holder in any field, marketing or Accounting / Finance degree holders preferred.
• Open to fresher or having an internship experience in Marketing/ Finance and related fields.
• Good reporting, especially Excel or Power BI.
• Experience work in multinational company environment.
• Speaking in decent English.
• Positive attitude and able to drive the issue until resolved.
  
  

Skills

Escalation Management,Marketing,Excel,Power Bi