EMPREGO

Associate I - BPM

UST-Cyberjaya, Malásia

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
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