Senior Process Associate - Customer Care

Job Summary

Senior Process Associate - CC plays a pivotal role in delivering exceptional customer service by managing complex calls and resolving escalated issues. This position is crucial for maintaining high levels of customer satisfaction and Net Promoter Score (NPS) while also contributing to team development through training and mentorship. The role emphasizes a service mindset and continuous process improvements, ensuring effective and quality customer interactions.

Key Responsibilities

• Handle complex inbound and outbound calls, providing expert assistance and resolving escalated customer issues using effective communication and problem-solving skills.
• Follow escalation procedures for issues beyond individual control, ensuring a high first-call resolution rate and effective customer support.
• Monitor and ensure the quality of customer interactions, providing constructive feedback and coaching to team members to enhance their performance.
• Assist in training new team members and offer ongoing support and mentorship, fostering a collaborative and growth-oriented team environment.
• Lead initiatives focused on enhancing call handling processes and improving overall customer service efficiency, contributing to better customer experiences.

Skill Requirements

• Proficiency in customer service principles and practices, demonstrating a strong service mindset.
• Excellent verbal and written communication skills, ensuring effective interaction with customers and team members.
• Ability to analyze customer issues and provide resolutions, showcasing problem-solving capabilities.
• Familiarity with performance metrics and SLAs, contributing to project outcomes and maintaining quality standards.
• Strong adherence to company policies and guidelines, including confidentiality and ethical conduct.

Other Requirements

Optional but valuable certifications in customer service excellence or related fields.

Benefits

• Industry-benchmarked compensation
• Best-in-class healthcare benefits
• Personal time off
• Maternity and paternity benefits
• Access to skills / higher education programs/resources
• Discounts on products and services via Benefit Box
• Participate in CSR programs and live life with a purpose
• Opportunities to grow and advance your career

Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.