Executive Assistant

Executive Assistant

Job Description

#

## 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 as per required quality standards.
- Field 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 SLAs defined in the contract.
- Access and maintain internal knowledge bases, resources, and frequently asked questions to aid in providing 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.
- Avoid 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 a 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.

## Stakeholder Interaction

### Stakeholder Type
- **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

## Competencies Required to Perform This Role Effectively

### Functional Competencies/Skill
- **Process Knowledge:** Knowledge of assigned process, tools, and systems

### 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 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.

### 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 quality standards, meeting process level SLAs, Pulse score, Customer feedback |
2. | Self-Management | Productivity, efficiency, absenteeism, Training Hours, No of technical training completed |

## General Management
- **Locations:** Executive Assistant
- **Location:** Noida, India
- **DOP:** 3106940

▶️ Executive Assistant
🖊️ Wipro Technologies
📍 Greater Noida