1 Opening
Bayan Lepas
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:
Scope of Work Support would be based on managed level/ SLA based approach. A Data Operation Specialists responsibilities include - Carry out day-to-day tactical maintenance of Sales & Marketing data in this new collaborative environment to ensure data for accounts, territories, and contacts is maintained in an efficient and high quality manner. - Liaise with internal IT partners, project team members and APAC Sales and Marketing field users to understand field relationship and business practice to provide the correct data execution and resolution in SFDC (SalesForce). - Perform account, territories, contacts, opportunities, user record maintenance in Sales CRM. - Provide IPS, Sales CRM 1st level support via Service Cloud and emails. - Perform data quality check per BPs every week or as per needed to support business needs. - Generate reports as per stipulated scheduled. - Perform deal entry as per needed. Qualifications - Good communication and interpersonal skills. Good command of spoken and written English - Ability to work as part of a cross functional team, as well as individually in order to drive issues to resolution - Good analytical and problem-solving skills - Able to deliver the planned task based on documented business process and meet time & quality requirement both independently and in a team environment - Experience working in multinational IT/semiconductor companies dealing with organizational/sales structure will be an added advantage. - Proficiency in Excel, Word, and PowerPoint*, and Salesforce & experience is an added advantage.
Skills
Analytics,Problem Solving Skill,Salesforce,Excel
About UST
UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the worlds best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients organizations. With over 30,000 employees in 30 countries, UST builds for boundless impacttouching billions of lives in the process.
