Associate

Job Description

PRINCIPAL RESPONSIBILITIES:

• Handle inbound and outbound calls according to defined quality, standards, policies

and procedures

• Deliver excellent customer service and ensure customer satisfaction in all calls

• Ensure accurate documentation of each call

• Attend to customer queries, concerns and complaints and provide first time call

resolution

• Escalate calls to proper parties following proper protocols

• Ensure compliance to all company policies and procedures

• Keep oneself updated, aware of, and compliant to all Company policies and

procedures which include Information Security Management Systems

• Keep all company information which includes customer information confidential and

secured

SKILLS REQUIRED:

• Customer service orientation

• Excellent English communication skills (verbal and written) with neutral accent

• Active listening skills

• Computer and keyboard skills (working knowledge of PCs e.g. MS Office)

• Teamwork

• Reasonable analytical skills

• Situation handling skills

• Good motivational fit (job, organization, location)

• Willing to work on shifting schedules, grave yard shift, holidays or rest days as may

be required by business exigencies

CANDIDATE SPECIFICATIONS:

• At least Senior High School Graduate OR completed at least 2 years in college (with

no back subjects) OR a College Graduate

• With or without call center experience
• Experience in similar role may be required in specific programs with varying years of

experience