Customer Service Associate

Role & responsibilities

• 1.Manage customer escalations, ensure issue of ownership, action items, and communications are fulfilled.
• 2.Meet and adhere to Critical SLAs for timely issue resolution.
• 3. Implement process changes to resolve escalations within agreed timelines.
• 4. Provide valuable insights on escalations to stakeholders.
• 5. Utilize available resources to solve complex escalations independently.
• 6. Execute de-escalation tactics and strategies with team members.
• 7.Maintain strong follow-up on all assigned cases.
• 8.Collaborate with other customer support teams to ensure consistent and high-quality support.
• 9. Identify root causes of customer issues, suggest areas for improvement, and provide feedback to business and development teams.
• 10. Assist with customer communication during critical launches and support events.
• 11. Maintain and improve NPS/CSAT scores

Preferred candidate profile

• Bachelors Degree in any field.
• 2 years of overall experience with direct experience in customer-facing roles.
• Computer literacy with experience using Windows/MS Office, Excel, and CRM management.
• Demonstrated advanced proficiency in English language both written and spoken