Associate

Job Title: Associate Customer Care

Job Summary:

The Associate Customer Care plays an important role in delivering exceptional customer service by managing complex customer interactions and resolving escalated issues. This role contributes to high customer satisfaction and strong Net Promoter Scores (NPS) while also supporting team development through coaching and mentorship. A serviceoriented mindset, commitment to quality, and focus on continuous improvement are essential for ensuring effective and seamless customer experiences.

Interested candidates can share their resumes at: shine.albert@hcltech.com.

Key Responsibilities:

1. Handle complex inbound and outbound customer calls, providing expert support and resolving escalated issues using strong communication and problemsolving skills.
2. Follow escalation procedures for concerns beyond individual control, ensuring high firstcall resolution rates and effective support.
3. Monitor and evaluate customer interactions to maintain quality standards, delivering constructive feedback and coaching to enhance team performance.
4. Assist in training and onboarding new team members while offering ongoing mentorship to promote a collaborative, growthfocused environment.
5. Lead initiatives to improve callhandling processes and overall customer service efficiency, contributing to enhanced customer experiences.

Skill Requirements:

1. Strong understanding of customer service principles paired with a servicefocused mindset.
2. Excellent verbal and written communication skills for effective interactions with customers and internal teams.
3. Ability to analyze issues, identify root causes, and provide effective resolutions.
4. Familiarity with performance metrics and SLAs, supporting quality and project outcomes.
5. Strong adherence to company policies, confidentiality, and ethical standards.

MustHave Skills

• Customer Focus
• Customer Satisfaction Management
• Customer Service Support
• Verbal Communication
• Written Communication