Senior Associate - Customer Care

• Customer Support: Interact with customers through various channels (phone, email, chat, etc) to address inquiries, resolve issues, and provide assistance
• Supervision: Provide guidance, training, and mentorship to junior customer care associates to ensure they meet performance and quality standards
• Issue Resolution: Handle more complex or escalated customer inquiries and complaints, finding suitable solutions to ensure customer satisfaction
• Quality Assurance: Monitor and evaluate the quality of interactions between junior associates and customers, providing feedback and coaching as needed
• Product Knowledge: Maintain a deep understanding of the organization's products, services, and processes to address customer queries effectively
• Data Entry: Accurately record customer interactions, inquiries, and resolutions in the customer relationship management (CRM) system
• Escalation Handling: Manage and escalate customer issues to higher management or other departments when necessary
• Customer Feedback: Collect and report customer feedback to help identify areas for improvement and make recommendations for process enhancements
• Compliance: Ensure that customer interactions adhere to company policies, procedures, and legal and regulatory guidelines
• Training: Stay updated on product or service changes and attend training sessions to improve customer service skills
• Reporting: Generate reports on customer care performance and share insights with senior management

Qualifications:

• Education: A high school diploma or equivalent is typically required
• Some positions may prefer a bachelor's degree or relevant vocational training
• Customer Service Skills: Strong customer service skills, including active listening, empathy, and the ability to remain calm and professional in challenging situations
• Experience: Several years of experience in a customer service role, demonstrating progressively increasing responsibilities
• Leadership: Leadership and supervisory skills to guide and mentor junior associates
• Communication: Effective verbal and written communication skills for interacting with customers, colleagues, and senior management