Customer Contact Comms Associate

Key Responsibilities

• Provide high quality Tier 1 Customer Support service to employees with complete focus on issue resolution and customer satisfaction.
• Adhere to client defined and internally defined processes and procedures while handling inbound calls, emails, and chats.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Strive to achieve service level agreement targets and business outcome indicators defined by the client.
• Record, diagnose, troubleshoot, resolve, or assign incidents and service requests based on the defined scope of support.
• Manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions.
• Receive inbound calls, emails, and chats and ensure that cases and interactions are logged correctly in the ticketing tool.
• Walk employees through and provide navigational support on self-service portals.
• Ensure security verifications are carried out as per company policies and procedures.
• Place outbound calls to employees when required, in line with client and company guidelines.
• Work productively while maintaining exceptional call and data quality standards in line with targets.
• Contribute to the team through open and regular communication with peers and supervisors.
• Adhere to all company and departmental personnel and operational policies and procedures.
• Keep process repositories, including DTPs, Knowledge Base, and SharePoint, updated with current process information.
• Maintain regular and punctual attendance in line with company policies and procedures.
• Minimize customer complaints and escalations by providing exceptional service and call control.

Requirements & Tech Stack

• Customer Operations - Voice - Service Desk Voice Support
• Ability to effectively use customer service technologies and ticket tracking systems such as Zendesk, ServiceNow, and Salesforce.
• Proficiency in Microsoft Office Suite and Internet Explorer.
• Typing speed of 50 words per minute.
• Good technical aptitude with the ability to learn quickly.
• Excellent verbal and written communication skills.
• Ability to work on a flexible basis as determined by business needs.
• Ability to work under pressure.

Qualifications

• Graduate in any discipline.
• Prior international BPO work experience preferred.
• Prior experience working with APAC clients preferred.
• Must be flexible with respect to shift timings.
• Team player.
• Positive attitude.
• Quick learner.
• Punctual and disciplined.
• Good communication skills.
• Customer focused approach.
• Results driven mindset.
• High standards of integrity.
• Strong attention to detail.

Note: The input text contained extraneous information regarding Human Resources experience and Human Capital Management tools (Workday) which are not directly related to the stated responsibilities and requirements for this specific role as a Customer Contact Comms Associate.