Customer Experience Associate II

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

📋 Description

• Evaluate incoming calls to decide whether to deliver immediate assistance, transfer the call, or schedule follow-up for client resolution.

• Determine customer requirements by examining case notes and addressing each case on an individual basis.

• Carry out standard call center operations related to business products and services.

• Utilize standard scripts and established protocols under guidance to achieve service level agreements (SLAs).

• Deliver specialized customer information in a friendly and empathetic manner.

• Collect essential information to update the database accordingly.

• Elevate issues to senior management based on customer complaints or concerns.

• Clarify company policies to clients as needed.

• Adhere to all company policies and standards.

• Perform additional tasks as required.

• Contribute to company objectives by fostering teamwork for optimal outcomes.

• Independently manage workload without supervisory oversight.

⛳️ Requirements

• Engages in business support or technical tasks utilizing data organization and coordination skills.

• Completes assignments following established procedures.

• May necessitate vocational training, certifications, licenses, or equivalent experience based on the specific area.

• Possesses a well-developed skillset across various processes, procedures, and systems.

• Maintains relevant licenses, training, and certifications as required.

• Capable of problem-solving independently.

• Able to assess issues and solutions to ensure the best results for clients and end-users.

• Efficiently exchanges information and ideas.

• Capable of working with moderate supervision and guidance.

🏝️ Benefits

• Equal Opportunity Employer.

• Reasonable accommodations available for applicants with disabilities.

• Chance to grow personally, make a significant impact, and be part of a culture that recognizes and values individuality every day.