PRODUCTION SPECIALIST L2

Role purpose

Support and resolve client queries

• Manage transactions according to required quality standards and process procedures.
• Handle client help requests by telephone or email; document user identification and issue details.
• Track queries, problem-solving steps, and successful or unsuccessful resolutions.
• Use standard processes, knowledge bases, resources, and FAQs to resolve client queries within contract SLAs.
• Learn product details and guide users through diagnosis, step-by-step solutions, product menus, and features.
• Analyze call logs for recurring trends and maintain customer self-help documents.
• Escalate serious issues when resolution is delayed and provide product information and disclosures.
• Offer appropriate alternatives to retain clients, process calls and emails in tracking software, and schedule callbacks for feedback and SLA follow-up.

Experience and mandatory skill

• The posting lists 3–5 years of experience.
• Mandatory skill: O2C (Transactional Accounting Services).

Training and performance

• Complete product and client-required training; collaborate with team leaders to identify training themes and learning issues.
• Performance measures include cases resolved, process and quality compliance, SLA achievement, customer feedback, productivity, efficiency, attendance, and training.