Job Description
The Client Care Associate will manage all client interactions through voice, chat, email, and support case channels. They will resolve technical problems, perform configurations, and service enablement for clients. The role requires excellent communication, time management, and teamwork skills to deliver results in a dynamic environment. Responsibilities include evaluating situations, utilizing Microsoft Dynamics (CRM) to manage cases, and demonstrating leadership through customer focus, execution, and collaboration.
Must Have:
- Handle client interactions via voice, chat, and email.
- Resolve technical and payment processing problems.
- Perform configurations and service enablement.
- Excellent communication and time management skills.
- Manage cases using Microsoft Dynamics (CRM).
- Handle all inbound client interaction through voice, chat, email and support case channels
- Skilled to resolve problems which involves advanced interactions and displaying exceptional levels of professionalism working alongside various internal teams
- Cybersource level 2 Associates must be able to quickly identify and resolve technical problems ranging from network issues, connection method errors, and payment processing problems through fundamental working knowledge and advanced troubleshooting techniques
- In addition, skilled to perform configurations and service enablement on behalf of the client which requires extreme accuracy and execution
- Evaluate the nature of each situation and determine the appropriate action to resolve the issue
- Must be a great team player, with the ability to deliver results in a dynamic and ever-changing environment with excellent communication and time management skills
- Commitment to the client experience by delivering results based on client feedback measuring Net Promoter Score, Customer Satisfaction Rates and First Contact Resolution
- Ability to deliver results with operational efficiency (Case duration)
- Utilize Microsoft Dynamics (CRM) to manage all cases to completion by thoroughly documenting and proactively managing each case from creation to resolution which includes escalating support cases to internal teams, as needed
- Demonstrates effective leadership by Obsessing about Customers, Execute with Excellence, Collaborate and Lead Courageously
This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.
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