Production Excellence Professional

1 week ago

Kolkata, West Bengal, India beBeeProductivity Full time ₹ 60,00,000 - ₹ 1,20,00,000

Job Description:

The successful Production Specialist will be responsible for providing technical support to processes and actively resolving client issues directly or through timely escalation to meet process SLAs. They will support the process by managing transactions as per required quality standards.

Responsibilities:

  • Manage transactions in accordance with established quality standards.
  • Respond to client inquiries via telephone and/or email in a courteous manner.
  • Document all pertinent end-user identification information, including name, department, contact information, and nature of problem or issue.
  • Update own availability in the system to ensure productivity of the process.
  • Record, track, and document all queries received, problem-solving steps taken, and total successful and unsuccessful resolutions.
  • Resolve client queries in accordance with standard processes and procedures.
  • Access and maintain internal knowledge bases, resources, and frequently asked questions to aid in and provide effective problem resolution to clients.
  • Identify and learn appropriate product details to facilitate better client interaction and troubleshooting.
  • Document and analyze call logs to spot most occurring trends to prevent future problems.
  • Maintain and update self-help documents for customers to speed up resolution time.
  • Escalate serious client issues to Team leader in cases of untimely resolution.
  • Evaluate and record client satisfaction.
  • Deliver excellent customer service through effective diagnosis and troubleshooting of client queries.
  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions.
  • Assist clients with navigating around product menus and facilitate better understanding of product features.
  • Troubleshoot all client queries in a user-friendly, courteous, and professional manner.
  • Maintain logs and records of all customer queries as per the standard procedures and guidelines.
  • Accurately process and record all incoming calls and emails using the designated tracking software.
  • Offer alternative solutions to clients where appropriate, with the objective of retaining customers and their business.
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations.
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAs.
  • Ensure operational excellence and maintain superior customer service levels of existing account clients.
  • Undertake product trainings to stay current with product features, changes, and updates.
  • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client.
  • Update job knowledge by participating in self-learning opportunities and maintaining personal networks.
  • Measure performance based on established Key Performance Indicators (KPIs).

Required Skills and Qualifications:

The ideal candidate should possess excellent communication and interpersonal skills, with the ability to work well under pressure. They should have a strong attention to detail and be able to manage multiple tasks simultaneously.

Benefits:

The successful candidate will receive competitive compensation and benefits package, including opportunities for career growth and development.

Others:

The Production Specialist will be part of a dynamic and innovative team, working on cutting-edge projects and technologies.

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