Associate, Customer Service

This is a fully remote position, open to applicants in India.

📋 Description

• Act as the Level 2 escalation point for intricate customer and service-related challenges.

• Exhibit the application of relevant concepts and guidelines.

• Function as an escalation resource for service delivery obstacles and collaborate with internal teams to address issues.

• Capture and preserve customer and case information within internal databases and systems.

• Serve as a liaison for Program Managers and clients concerning complex service-related matters.

• Oversee and uphold Service Level Agreements across various Lines of Business.

• Take ownership of Service Direct Cases, reports, and assigned projects, ensuring completion.

• Utilize an internal case management system to accomplish tasks and discover solutions for candidates while adhering to client policies and internal procedures.

• Provide clear guidance to clients, call center representatives, testing center administrators, live candidates, and other stakeholders.

• Troubleshoot and clarify policies and testing procedures.

• Anticipate candidate needs while identifying and rectifying issues that may affect quality service.

• Employ active listening, probing questions, supportive directions, and empathetic reassurance during high-pressure situations.

• Conduct research, analysis, interpretation, and documentation of information.

• Maintain a positive, flexible, and dedicated approach to assisting candidates and clients.

⛳️ Requirements

• A minimum of 2 years of experience in a similar or related role.

• Bachelor's degree or equivalent qualifications as a baseline requirement.

• High levels of customer service aptitude.

• Outstanding customer service abilities.

• Excellent attention to detail.

• Professional verbal and written communication skills.

• Capability to investigate and seek answers across various technological platforms.

• Proficiency in Windows, Microsoft 360 OneDrive, Excel, Word, and associated applications.

• Skills in conflict management.

• Time management capabilities.

• Ability to navigate ambiguity and address objections effectively.

• Willingness and capability to work designated shifts.

• Availability to work a 40-hour US shift (10:30 AM CST – 7:00 PM CST) weekly.

• Overtime must receive prior approval.

🏝️ Benefits

• Exciting career development opportunities.

• Incentives.

• Rewards.

• Competitive benefits package.

• Flexible work arrangements.