Customer Contact Comms Associate, Voice

About the Role

The Customer Service Associate role supports a large global Customer Operations function within a multichannel environment, handling B2B and B2C interactions. This role serves as the first point of contact for customer inquiries, responsible for resolving requests with speed, accuracy, and a strong focus on customer satisfaction.

Key Responsibilities

• Execute day-to-day customer service activities in line with approved processes, service-level agreements, performance indicators, and customer service values.
• Provide first- and second-line support through telephone and written channels, including email, web-based requests, and other approved customer contact methods.
• Act as a knowledgeable point of contact for key-account inquiries, using an understanding of customer requirements, processes, and systems to provide accurate and timely support.
• Handle inquiries from external customers, consumers, internal business teams, and authorized third parties.
• Own customer requests from receipt through resolution, maintain clear communication, manage expectations, and escalate any risk.
• Resolve escalated telephone and written issues proactively, coordinating with other teams where required and following up on outstanding activities.
• Support account set-up, customer allocation, delivery queries, order processing, order fulfillment, and sales-order tracking.
• Monitor supply constraints or service outages and take necessary action for new and existing orders, including customer communication and internal escalation.
• Manage complaints through to closure, identify recurring causes, and provide structured feedback to support root-cause analysis and preventive action.
• Log, categorize, assign, and track inquiries and customer requests, ensuring data is complete and accurate in CRM, case-management, ERP, and data-collection systems.
• Triage high-risk issues with potential financial, legal, regulatory, or reputational impact and escalate them through the defined governance.

Requirements & Tech Stack

• Omnichannel - Customer Service skill required.
• Experience using CRM and ERP platforms such as Salesforce and SAP.
• Proficiency in Microsoft Office applications.
• Working knowledge of order management, customer inquiries, complaint and dispute resolution, data management, and service-delivery controls.
• Ability to follow defined workflows, SOPs, escalation paths, and risk controls consistently.
• High attention to detail when recording customer interactions and maintaining master or transactional data.
• Strong understanding of customer needs and behaviors, with the ability to adapt communication.
• Excellent verbal and written communication skills.
• Ability to build effective relationships with customers, internal teams, and third-party partners.
• Strong problem-solving, prioritization, time-management, and organizational skills in a high-volume service environment.
• Ability to take ownership, coordinate cross-functional resolution, and follow through on open actions to completion.

Qualifications

• Any Graduation.
• Fluent spoken and written proficiency in English for designated client service.
• Working proficiency in English for internal communication, documentation, and training.
• Flexibility to work in a shift-based, client-aligned delivery model is a core requirement, which may include rotational shifts, weekends, public holidays, and extended or non-standard business hours.