Associate - Customer Care - Blended 5A
Core
Handle incoming customer queries via phone, email, chat, or social media to provide accurate information, resolve complaints, and maintain customer records.
Role type
Associate Customer Care Specialist
Builds
Customer satisfaction and retention through effective support and issue resolution
Domain
Customer Service / Contact Center
Deliverable
client delivery
Required skills
Claims Resolution, Customer Care, Customer Experience (CX), Customer Journey Mapping, Online Customer Support
Preferred skills
APICS CSCP, ServiceNow Certified Implementation Specialist, ISTQB CTFL, Professional Customer Service (PCS)
Technologies
CRM, ServiceNow
Responsibilities
Handle incoming customer queries via phone, email, chat, or social media; Resolve customer complaints efficiently and escalate issues when necessary; Follow standard operating procedures (SOPs) and company guidelines; Accurately enter and maintain customer data; Identify opportunities to upsell or cross-sell products or services; Gather customer feedback and relay it to relevant teams for product or process improvement.
Seniority
Entry-level / Associate