01Overview
Role Overview
The Associate Customer Service Advisor (Blended Process) will be responsible for delivering high-quality customer support across voice and non-voice channels. The role involves managing customer interactions efficiently while ensuring adherence to service standards, compliance guidelines, and performance benchmarks.
Key Responsibilities
Handle customer inquiries via inbound/outbound calls, emails, letters, chat, and other communication platforms.
Manage both voice and non-voice tasks to ensure seamless customer support delivery.
Resolve customer queries, complaints, and service requests in line with company policies and defined SLAs.
Perform backend operational tasks such as data updates, billing adjustments, case logging, documentation, and CRM updates.
Maintain accurate and detailed records of all customer interactions in the CRM system.
Meet or exceed assigned KPIs, productivity targets, quality standards, and SLAs.
Participate in training sessions, refreshers, and process updates to enhance performance and knowledge.
Ensure strict compliance with data protection, confidentiality, and regulatory standards.
Adhere to roster schedules, attendance policies, and workplace discipline guidelines.
Educational Qualifications & Skills
Qualifications
Bachelors Degree (mandatory).
Skills & Competencies
Solid verbal and written communication skills.
Positive working knowledge of MS Office and CRM systems.
Ability to quickly learn new tools and processes.
Solid problem-solving and customer-handling skills.
High attention to detail and accuracy.
Punctual, self-motivated, and performance-driven.
Ability to work effectively in rotational shifts. .
