Consultant
Job Summary
Job Description
The job description outlines the responsibilities of a Consultant. Key tasks include adhering to quality standards, regulatory requirements, and company policies. The consultant is expected to ensure a positive customer experience and customer satisfaction (CSAT) through First Call Resolution and minimizing rejected resolutions or reopened cases. They will also contribute to business proposals for service improvement, independently resolve tickets while adhering to service level agreements (SLAs), provide support for on-call escalations and incident/problem management, and participate in knowledge base updates, training, coaching, and hiring processes.
Must have:
- Adherence to quality standards, regulatory requirements, and company policies.
- Ensure positive customer experience and CSAT.
- Resolve tickets independently and meet SLA.
- Provide on-call escalation and incident/problem management support.
- Participate in knowledge base updates, training, and hiring.
Job Details
Job description:
.
- To adhere to quality standards, regulatory requirements and company policies
- To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
- To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
- To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team.
- To provide support for on call escalations /L3 level support and doing incident & problem management
- Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.
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