Customer Service Senior Associate
21 Minutes ago • 3-5 Years
Customer Service
Job Description
The Customer Service Senior Associate provides exceptional customer support, resolving complex issues, and acts as a key point of contact for escalated customer concerns. This role involves handling inquiries via phone, email, and chat, collaborating with cross-functional teams, and identifying opportunities to enhance service processes and customer experience, ultimately improving overall service quality and efficiency.
Must Have:
- Handle customer inquiries via phone, email and chat
- Resolve complex customer issues efficiently while maintaining professionalism and customer satisfaction
- Collaborate with cross-functional teams to address customer concerns and deliver solutions
- Identify opportunities to enhance service processes and customer experience
- Assist in developing and updating customer service policies and procedures
- Meet or exceed CES and CSAT targets
- Work in rotational shifts
- Minimum 3-5 years customer service experience, including 1 year in a senior role
- Excellent communication and interpersonal skills
- Strong problem-solving and conflict resolution abilities
- Ability to work in live environment and handle challenging customer situations calmly
- Proficiency with CRM software and Microsoft Office suite
Job Summary:
The Customer Service Senior Associate is responsible for providing exceptional customer support, resolving complex issues. This role acts as a key point of contact for escalated customer concerns and helps improve overall service quality and efficiency.
Key Responsibilities:
- Handle customer inquiries via phone, email and chat .
- Resolve complex customer issues efficiently while maintaining a high level of professionalism and customer satisfaction.
- Collaborate with cross-functional teams to address customer concerns and deliver solutions.
- Identify opportunities to enhance service processes and customer experience.
- Assist in developing and updating customer service policies and procedures.
- Meeting or exceeding CES and CSAT targets while improving overall service quality and efficiency.
- Working in rotational shifts.
Qualifications:.
- Minimum 3-5 years of experience in customer service or related roles, with at least 1 year in a senior role.
- Excellent communication and interpersonal skills.
- Strong problem-solving and conflict resolution abilities.
- Ability to work in live environment and handle challenging customer situations calmly.
- Proficiency with CRM software and Microsoft Office suite.
Working Conditions:
- Working in rotational shifts.
- Fast-paced customer service environment.
Category: Customer Support
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