- Support process by managing transactions as per required quality standards
- Fielding all incoming help requests from clients via telephone and/or emails 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 RAVE system to ensure productivity 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 client queries
- Resolve client queries as per the SLA's defined in the contract
- 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
- Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
- Ensure all product information and disclosures are given to clients before and after the call/email requests
- Avoids legal challenges by complying with service agreements
- 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 call and email using the designated tracking software
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' 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
- Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
- Undertake product trainings to stay current with product features, changes and updates
- Enroll in product specific and any other trainings per client requirements/recommendations
- 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
- Functional Competencies/ Skill
- Process Knowledge – Knowledge of assigned process, tools and systems – Foundation to Competent
- Behavioral Competencies
- Collaborative working
- Problem solving and decision making
- Attention to Detail
- Execution Excellence
- Client (Internal) Centricity
- Effective Communication
-
Product Specialist
hace 1 semana
Sandoz Santiago de Chile500 million patients were touched by Sandoz generic and biosimilar medicines in 2021. Did you ever imagine how many lives could be touched by your daily work? · - The people we serve need you to achieve the extraordinary. That ́s why at Novartis we empower you to bring your best ...
-
Production Specialist
hace 1 semana
Wipro Limited Santiago de ChileSantiago, Chile · - DOP · **Role Purpose** · - The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs._ · **Do** · - **Support process by managing transactions ...
-
Production Specialist
hace 1 semana
Wipro Limited Santiago de ChileSantiago, Chile · - DOP · **Role Purpose** · - The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs._ · **Do** · - **Support process by managing transactions ...
-
Product Sales Specialist
hace 1 semana
Sandvik Santiago de ChileDate limite: · 23 avr. · Pays: · Chili · Localisation: · Santiago · ID de poste: · R0052544 · Catégorie d'emploi: · Gestion de produit · **POSTULER À CET EMPLOI** · SANDVIK ROCK PROCESSING SOLUTIONS · Search · PRODUCT SALES SPECIALIST · Elementos Anti-Desgaste · DO YOU LIKE CONST ...
-
Telecom Product Specialist
hace 4 días
GE Renewable Energy Santiago de Chile**Job Description Summary**: Customer facing staff responsible for winning business. · **Essential Responsibilities** · Lead the GE Telecom product portfolio and solutions in the region to achieve order targets by implementing and overseeing comprehensive commercial strategy. Thi ...
-
8510 product Specialist Ii
hace 2 días
Santander Santiago de Chile8510_Product Specialist II · Country: Chile · **WHAT YOU WILL BE DOING** · DISEÑAR Y DESARROLLAR TODO TIPO DE PRODUCTOS DE ACUERDO A LAS NECESIDADES DEL CLIENTE (FINANCIACIÓN COMERCIAL, COBROS Y PAGOS DOMÉSTICOS E INTERNACIONALES, MEDIOS DE PAGO, ADMINISTRACIÓN DE CUENTAS Y RECUR ...
-
Sbr prg 8510 product Specialist Ii
hace 1 semana
Santander Santiago de ChileSBR_PRG_8510_PRODUCT SPECIALIST II · Country: Chile · **WHAT YOU WILL BE DOING** · DISEÑAR Y DESARROLLAR TODO TIPO DE PRODUCTOS DE ACUERDO A LAS NECESIDADES DEL CLIENTE (FINANCIACIÓN COMERCIAL, COBROS Y PAGOS DOMÉSTICOS E INTERNACIONALES, MEDIOS DE PAGO, ADMINISTRACIÓN DE CUENTAS ...
-
Production Specialist
hace 1 semana
Wipro Limited ChileSantiago, Chile · - DOP · **Role Purpose** · - Thepurpose of the role is to provide effective technical support to theprocess and actively resolve client issues directly or through timelyescalation to meet process SLAs._**Do** · - **Support processby managing transactions as pe ...
-
Production Specialist
hace 6 días
Wipro Santiago, Chile FreelanceRole Purpose · The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. Do Support process by managing transactions as per required quality standards Fielding al ...
-
Senior Product Specialist
hace 1 semana
Philips International Santiago, ChileSenior Product Specialist page is loaded · Senior Product Specialist · Apply locations Santiago time type Full time posted on Posted 7 Days Ago job requisition id Job Title · Senior Product Specialist Job Description · Job title: · Senior Product Specialist Your role: ...
-
Senior Product Specialist
hace 2 semanas
Philips Iberica SAU Santiago, ChileJob Title · Senior Product Specialist Job Description · Job title: · Senior Product Specialist · Your role: Performance management of an assigned portfolio of products, solutions, and services by enabling the shift from technical features to care pathways. · Design and exe ...
-
Product Marketing Specialist
hace 1 semana
ABB Schweiz AG Santiago, ChileProduct Marketing Specialist (Product Manager) Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. · At ABB, we have the clear goal of driving diversity and inclusion ...
-
Content & Production Specialist
hace 6 días
Red Bull Gruppe Santiago, ChileThe Content & Production Specialist is the visionary that leads the ideation, identifying opportunities, and execution of the content strategy for her/his local market. Also make sure that the productions are made and delivered as smoothly, efficiently, safely, within budget to t ...
-
Product Specialist III
hace 1 día
Knewin Santiago, ChileJob Description · Technical Sales Specialist / Core Business · Job role: · Drive Sales for GSD portfolio (Real-time PCR, Digital PCR, Capilary Eletrophoresis and Microarray – instruments and consumables) into Academic and Applied Markets (Biotech, Biopharma, Industry, etc) env ...
-
Product Marketing Specialist
hace 1 semana
ABB Schweiz AG Santiago, ChileProduct Marketing Specialist Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. · At ABB, we have the clear goal of driving diversity and inclusion across all dimensi ...
-
Senior Product Specialist
hace 1 semana
Philips Santiago, Chile De jornada completaJob Title · Senior Product SpecialistJob Description · Job title: · Senior Product Specialist · Your role: · Performance management of an assigned portfolio of products, solutions, and services by enabling the shift from technical features to care pathways. · Design and execute ...
-
Content & Production Specialist
hace 1 semana
Red Bull Santiago, ChileThe Content & Production Specialist is the visionary that leads the ideation, identifying opportunities, and execution of the content strategy for her/his local market. Also make sure that the productions are made and delivered as smoothly, efficiently, safely, within budget to t ...
-
Content & Production Specialist
hace 6 días
Red Bull Santiago, Chile De jornada completa, PermanentCompany Description · The Content & Production Specialist is the visionary that leads the ideation, identifying opportunities, and execution of the content strategy for her/his local market. Also make sure that the productions are made and delivered as smoothly, efficiently, safe ...
-
Product Marketing Specialist
hace 1 semana
ABB Santiago, Chile OTHERProduct Marketing Specialist (Product Manager) · Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. · At ABB, we have the clear goal of driving diversity and inclusio ...
-
Product Marketing Specialist
hace 6 días
ABB Santiago, Chile OTHERProduct Marketing Specialist · Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. · At ABB, we have the clear goal of driving diversity and inclusion across all dimen ...
Production Specialist - Región Metropolitana, Chile - Wipro Technologies
Descripción
Role Purpose
The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
Do
Stakeholder Interaction
Stakeholder Type
Stakeholder Identification
Purpose of Interaction
Internal
Team Leaders
Performance review
HR
Hiring and employee engagement and retention
Training Team
Capability development
Technical Lead
Training, issue escalation/ resolution
External
Client
Query Resolution
Display
Lists the competencies required to perform this role effectively:
Competency Levels
Foundation
Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.
Competent
Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
Expert
Applies the competency in all situations and is serves as a guide to others as well.
Master
Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.
Deliver
No.
Performance Parameter
Measure
1.
Process
No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
2.
Self- Management
Productivity, efficiency, absenteeism, Training Hours, No of technical training completed
#J-18808-Ljbffr