Production Specialist

Quezon City, Philippines
- 2813296

**Role Purpose**
- The purpose of the role is to provide effective technical supportto the process and actively resolve client issues directly or throughtimely escalation to meet process SLAs._

**Do**

**Support process by managing transactions as per requiredquality standards**
- Document all pertinent end user identification information,including name, department, contact information and nature of problem orissue_
- Update own availability in the RAVE system to ensureproductivity 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 clientqueries_
- Resolve client queries as per the SLA's defined in thecontract _
- Access and maintain internal knowledge bases, resources andfrequently asked questions to aid in and provide effective problemresolution to clients_
- Identify and learn appropriate product details to facilitatebetter client interaction and troubleshooting _
- Document and analyze call logs to spot most occurring trends toprevent future problems_
- Maintain and update self-help documents for customers to speedup resolution time_
- Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution_
- Avoids legal challenges by complying with service agreements_

**Deliver excellent customer service through effectivediagnosis and troubleshooting of client queries**
- Provide product support and resolution to clients by performinga question diagnosis while guiding users through step-by-step solutions_
- Assist clients with navigating around product menus andfacilitate better understanding of product features _
- Troubleshoot all client queries in a user-friendly, courteousand professional manner_
- Maintain logs and records of all customer queries as per thestandard procedures and guidelines_
- Offer alternative solutions to clients (where appropriate) withthe objective of retaining customers' and clients' business_
- Organize ideas and effectively communicate oral messagesappropriate to listeners and situations_
- Follow up and make scheduled call backs to customers to recordfeedback and ensure compliance to contract /SLAs_

**Build capability to ensure operational excellence andmaintain superior customer service levels of the existing account/client**
- Undertake product trainings to stay current with productfeatures, changes and updates_
- Enroll in product specific and any other trainings per clientrequirements/recommendations_
- Partner with team leaders to brainstorm and identify trainingthemes and learning issues to better serve the client_
- Update job knowledge by participating in self learningopportunities and maintaining personal networks_

**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:

- **
Functional Competencies/ Skill**
- Process Knowledge - Knowledge of assigned process, tools andsystems - **Foundation to Competent**

**Competency Levels**

**Foundation**

Knowledgeable about the competency requirements.
Demonstrates (inparts) frequently with mínimal support and guidance.
**Competent**

Consistently demonstrates the full range of the competency withoutguidance.
Extends the competency to difficult and unknown situations aswell.
**Expert**

Applies the competency in all situations and is serves as a guide toothers as well.
**Master**

Coaches others and builds organizational capability in the competencyarea.
Serves as a key resource for that competency and is recognizedwithin the entire organization.
- **
Behavioral Competencies**
- Collaborative working
- Problem solving and decision making
- Attention to Detail
- Execution Excellence
- Client (Internal) Centricity
- Effective Communication

**Deliver**

**No.
**

**Performance Parameter**

**Measure**

1.
Process

No.
of cases resolved per day, compliance to process and qualitystandards, meeting process level SLAs, Pulse score, Customer feedback

2.
Self
- Management

Productivity, efficiency, absenteeism, Training Hours, No oftechnical training completed