Process Associate- Customer Care

Overview

Process Associate for Customer Care (Blended) handling customer inquiries, complaint resolution, and accurate record management while following SOPs and quality standards.

What you'll do

• Handle incoming customer queries via phone, email, chat, or social media.
• Provide accurate and timely information about products, services, or policies.
• Resolve customer complaints efficiently and escalate issues when necessary.
• Follow standard operating procedures (SOPs) and company guidelines for consistent delivery.
• Maintain documentation and update customer records in the CRM or relevant databases.
• Analyze customer problems and provide appropriate solutions or alternatives.
• Coordinate with other departments (technical support, billing, or logistics) to resolve issues.
• Gather customer feedback and relay it to relevant teams for product or process improvement.

What you'll need

• English language proficiency at advanced (C1) level.
• Bachelor’s degree in one of: Business Administration, Communication, Hospitality Management, Information Technology, or Marketing.
• Certifications such as APICS CSCP (Certified Supply Chain Professional) or APICS Certified Implementation Specialist.
• Customer Service Management certification (ServiceNow) or ServiceNow ISTQB Certified Tester Foundation Level (CTFL).
• Professional Customer Service certifications/credentials listed in the posting (including PCS and Horeca Forma Be Pro).
• Experience/skills in Customer Care, Customer Experience (CX), and Online Customer Support (as listed skills).

Details

• Employment type: Regular.
• Work mode: Remote type - Office Work (with blended/Cust Care context stated).
• Shift: Rotating (India).