Associate - Customer Care - Non - Voice 5A
Core
Handle incoming customer queries via phone, email, chat, or social media to provide accurate information and resolve complaints.
Role type
Associate Customer Care Representative (Non-Voice)
Builds
Customer support interactions and retention
Domain
Customer Care / Banking Capital Markets
Deliverable
client delivery
Required skills
Customer Care, Banking Capital Markets
Preferred skills
Certified Customer Service Representative (CCSR), Certified Data Processor (CDP), ITIL Foundation, Professional Customer Service, Supply Chain Design
Technologies
CRM, databases
Responsibilities
Handle incoming customer queries via phone, email, chat, or social media; Provide accurate and timely information to customers regarding products, services, or policies; Resolve customer complaints efficiently and escalate issues when necessary; Follow standard operating procedures (SOPs) and company guidelines to ensure consistent service delivery; Maintain documentation and update customer records accurately in the CRM or relevant databases; Analyze customer problems and provide appropriate solutions or alternatives; Coordinate with other departments like technical support, billing, or logistics for issue resolution; Ensure high-quality customer interactions by adhering to quality standards; Participate in training sessions and continuously improve knowledge of products and processes; Accurately enter and maintain customer data; Prepare reports on customer feedback, issues, and service efficiency; Identify opportunities to upsell or cross-sell products or services; Foster positive relationships with customers to enhance customer loyalty; Gather customer feedback and relay it to relevant teams for product or process improvement; Suggest improvements in customer service processes based on customer interactions.