Associate, Customer Service

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

📋 Description

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

• Exhibit the application of guidelines and concepts effectively.

• Partner with internal teams to address service delivery obstacles.

• Record and update customer and case details in internal databases and systems.

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

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

• Take ownership of and finalize Service Direct Cases, reports, and designated projects.

• Utilize an internal case management system to provide solutions for candidates while adhering to client policies and internal protocols.

• Offer clear guidance to clients, call center representatives, testing center administrators, and candidates.

• Diagnose and clarify policies and testing procedures.

• Anticipate, identify, and rectify issues impacting quality service.

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

⛳️ Requirements

• A high school diploma or equivalent qualifications is mandatory.

• A Bachelor's Degree or equivalent professional experience is preferred.

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

• High levels of customer service proficiency.

• Outstanding customer service capabilities.

• Exceptional attention to detail.

• Professional verbal and written communication skills.

• A curious mindset and the ability to seek answers across various technological platforms.

• Proficient in Windows, Microsoft 360 OneDrive, Excel, Word, and related applications.

• Skills in conflict resolution.

• Effective time management abilities.

• Capable of handling ambiguity and overcoming objections.

• A willingness and capability to work assigned shifts.

• Flexibility to adapt to evolving business requirements.

• Strong ability to research, analyze, interpret, and document information.

🏝️ Benefits

• Opportunities for career development.

• Incentives and rewards programs.

• Competitive benefits package.

• Flexible work arrangements.

• Overtime pay, subject to prior approval.