Associate

PRINICPAL 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

C͏ANDIDATE 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