Customer Contact Comms Associate

Key Responsibilities

• Provide high quality Tier 1 Customer Support service with 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 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 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 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.
• Ability to work on a flexible basis as determined by business needs.
• Ability to work under pressure.

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.
• Experience with Human Capital Management tools, preferably Workday.
• Understanding of employee lifecycle processes including onboarding, employment changes, leave, payroll inquiries, benefits, and separation processes.
• Proficiency in Microsoft Office Suite and Internet Explorer.
• Good technical aptitude with the ability to learn quickly.
• Excellent verbal and written communication skills.
• Typing speed of 50 words per minute.
• Positive attitude.
• Quick learner.
• Punctual and disciplined.
• Good communication skills.
• Customer focused approach.
• Results driven mindset.
• High standards of integrity.
• Strong attention to detail.

Qualifications

• Graduate in any discipline.
• Must be flexible with respect to shift timings.
• Team player.
• Prior international BPO work experience preferred.
• Prior experience working with APAC clients preferred.