Associate Level 1 – Client Communication

May 15, 2024

Associate Level 1 – Client Communication


  • Standard / Permanent
  • IN-TN-Chennai
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Job Description

Job Title:

Associate Level 1



Client Communication



Business Line / Function:

COO- Digital & BSU

Reports to:




(if applicable)


Number of Direct Reports:


Directorship / Registration:

Position Purpose

This position will be responsible for the BAU delivery of the ‘NeoLink Support Asia’ team, which provides client support for Asia pacific region clients from Chennai. This member will be in-charge of management of relation with the Client, internal operation team & spoke locations receiving the services

This position is also in-charge of escalation management and service review with the location.


Direct Responsibilities

  • To ensure that all client technology queries are appropriately documented and resolved within the agreed timeframe
  • Management of relation with the Client, Spoke location and other internal team receiving the services
  • Management of production KPI’s, follow up of queries
  • Escalate unresolved open issues / high risk items to the senior management
  • Manage staff to take corrective measures/actions
  • Training (pre and post-sale) on site or via ‘web demo’ for internal and external users/Clients in NeoLink
  • To provide first/second level of support on ‘NeoLink’ to the clients in Asia-Pacific region
  • Follow-up and coordinate with NeoLink IT, project teams, service delivery teams in case of any incidents
  • Consistently evaluate and update documented procedures to ensure they are complete, accurate and current
  • Maintain good communication with internal peer groups, and central team

Contributing Responsibilities

  • Continually strive to improve the client experience through better and wider use of BPSS technology
  • Ensure high level of communication network is established with all the departments within the Business group
  • To collect the Requests/enhancements requirements from locations.(calls, emails, NeoTracking)
  • Ensure client is well-informed through locations proactively by location communication.
  • Participate in Cross Training and ensure the Knowledge transfer between the team and processes is happening on periodic basis
  • Share the best practices and ideas with the peer groups and team members

Technical & Behavioral Competencies

  • Results focused: understands the strategic objectives of the business overall and of the client facing teams
  • Time management: priorities the tasks to ensure all project deliverables are completed in a timely manner. Able to manage workflow effectively to achieve individual and team goals
  • Team delivery: contribute and participate in the team proactively. Delivers against strategy
  • Technical knowledge: being able to pick up new tasks, processes and knowledge quickly when completing analysis
  • Communication: expresses ideas effectively and clearly in both verbal and written, in a professional and appropriate way. Seek clarification when not clear
  • Accountable: take personal responsibility for all the projects assigned, deliver quality service against personal and team work, also seeking way of improvement
  • Strong analytical skills, detail orientation, service commitment and interpersonal skills
  • Prioritization and foresee the risk involved in any action taken.

Specific Qualifications (if required)

Skills Referential                                                            

Behavioural Skills: (Please select up to 4 skills)

Ability to collaborate / Teamwork

Communication skills – oral & written

Decision Making

Attention to detail / rigor

Transversal Skills: (Please select up to 5 skills)

Analytical Ability

Ability to understand, explain and support change

Ability to develop and leverage networks

Ability to manage / facilitate a meeting, seminar, committee, training…

Education Level:

Bachelor Degree or equivalent

Experience Level

At least 1 year

Other/Specific Qualifications (if required)

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