Customer Care Associate

Overview

Provide a superior and efficient experience on inbound and outbound customer service calls and emails, adhering to procedural and regulatory guidelines.

What you'll do

• Identify customer needs, research issues, and provide accurate solutions.
• Remain composed under pressure and manage challenging customer interactions.
• Analyze issues, identify root causes, and apply effective problem-solving skills.
• Ensure compliance with company and regulatory guidelines by quickly mastering relevant policies, processes, and operations.
• Accurately follow established procedures and processes, and complete a defined minimum volume of transactions monthly.
• Demonstrate technical aptitude by understanding current operational functionality.
• Respond to customer inquiries promptly and professionally via phone, email and chat, providing accurate information and resolving issues effectively.
• Achieve key metrics: Accuracy, AHT, NPS, Attribute scores and other related metrics.
• Work independently to achieve individual and team goals.
• Demonstrate outstanding verbal and written communication skills when working with internal and external partners.
• Explain complex topics in a clear and concise manner.
• Give and accept feedback as a matter of practice.
• Document interactions and update customer records in company systems.
• Utilize Microsoft Office tools such as Outlook and Teams to execute daily work.
• Handle inquiries including Fee Inquiries, Credits/Return Calls, Credit Limit inquiries, Dispute intake, and authorization requests for products offered to customers.

What you'll need

• Bachelor's Degree.
• 0-1 years of customer service experience in call center or related experience.
• Must be able to pass English Assessment.
• Skills: Communication skills, Logical Thinking, Conflict Resolution, Time Management, Customer Centricity, Patience with Customers, Active Listening, Multitasking, Customer Service, Team Collaboration.

Details

• Reports to: Supervisor and above.
• Direct reports: 0.
• Work environment: Hybrid.
• Location: Bangalore, India.
• Job type: Regular.