Associate - Customer Care - Voice
Job Description
Customer Interaction:
•Handle incoming customer queries via phone, email, chat, or social media.
•Provide accurate and timely information to customers regarding products, services, or policies.
•Resolve customer complaints efficiently and escalate issues when necessary.
Process Adherence:
•Follow standard operating procedures (SOPs) and company guidelines to ensure consistent service delivery.
•Maintain documentation and update customer records accurately in the CRM or relevant databases.
Issue Resolution:
•Analyze customer problems and provide appropriate solutions or alternatives.
•Coordinate with other departments like technical support, billing, or logistics for issue resolution.
Quality Assurance:
•Ensure high-quality customer interactions by adhering to quality standards.
•Participate in training sessions and continuously improve knowledge of products and processes.
Data Management:
•Accurately enter and maintain customer data.
•Prepare reports on customer feedback, issues, and service efficiency.
Customer Retention:
•Identify opportunities to upsell or cross-sell products or services.
•Foster positive relationships with customers to enhance customer loyalty.
Feedback and Improvement:
•Gather customer feedback and relay it to relevant teams for product or process improvement.
•Suggest improvements in customer service processes based on customer interactions.
Qualifications
Bachelors in Business Administration, Communication, Hospitality Management, Information Technology, or Marketing.
Certifications
•Customer Experience Certification (COPC) - COPC Inc.
•Professional Customer Service - SMG/KRC Poland Human Resources
Required Skills
Account Maintenance, Banking Capital Markets, Customer Care, Customer Experience (CX), Customer Service, Fraud Detection, Fraud Disputes, Online Customer Support, Online Transaction Processing (OLTP), Sales Support, Speech Analytics, Technical Support, Third Level Support, Virtual Administrative Support, Voice-User Interface
Language
English (Required). Language Proficiency - Upper Intermediate (B2)
Job Details
•Job Type: Regular
•Master Skill List: Customer Care - Voice
•Remote Type: Office
•Work Shift: Night Job (Philippines)
