Customer Service Senior Associate

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