FAQs
What is the primary purpose of the Associate Order Management role?
The primary purpose of the Associate Order Management role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
What types of interactions will I have as an Associate Order Management?
As an Associate Order Management, you will interact with various stakeholders including team leaders for performance reviews, HR for employee engagement, the training team for capability development, and clients for query resolution.
What are the main responsibilities of this role?
Main responsibilities include managing transactions according to quality standards, fielding incoming help requests from clients, documenting user information and issues, resolving client queries per defined SLAs, and maintaining logs and records of customer queries.
How should I handle client queries?
You should troubleshoot all client queries in a user-friendly, courteous, and professional manner, diagnosing issues step-by-step and offering alternative solutions where appropriate.
What competencies are required to perform effectively in this role?
Required competencies include process knowledge, collaborative working, problem solving and decision making, attention to detail, execution excellence, client centricity, and effective communication.
Are there opportunities for training and development in this role?
Yes, there are opportunities for training, including product trainings to stay current with features and updates and enrolling in product-specific training as recommended.
How is performance measured in this position?
Performance is measured through the number of cases resolved per day, compliance to process and quality standards, meeting process-level SLAs, pulse scores, and customer feedback.
What is meant by "self-help documents" in this job description?
Self-help documents are resources maintained and updated to assist customers in resolving their queries more quickly without the need for direct support.
Is there a focus on maintaining client relationships?
Yes, delivering excellent customer service and retaining clients' business through effective communication and diagnosis of queries are key focuses of the role.
What should I do if a client's issue is not being resolved timely?
You should identify red flags and escalate serious client issues to the Team Leader for further assistance in cases of untimely resolution.