Job Description
The job description outlines the responsibilities of a Consultant. The primary duties include adhering to quality standards, regulatory requirements, and company policies. The role focuses on ensuring a positive customer experience and high Customer Satisfaction (CSAT) through First Call Resolution and minimizing rejected resolutions or reopened cases. The consultant will also participate in creating proposals for Service Improvement Plans and independently resolve tickets, meeting agreed Service Level Agreements (SLAs) for ticket volume and time. Additionally, the role involves providing support for on-call escalations and Level 3 support, as well as incident and problem management. Value-adding activities such as knowledge base updates and management, training new hires, coaching analysts, and participating in hiring drives are also part of the responsibilities.
Good To Have:
- Contribute to proposal creation
- Knowledge base management
- Train freshers
- Coach analysts
- Participate in hiring
Must Have:
- Adhere to quality standards
- Ensure positive customer experience
- Resolve tickets independently
- Meet SLA targets
- Provide L3 support
- Incident and problem management
Job description:
JD attached
- 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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