Process Developer

Responsibilities

As a Customer Interaction Centre Associate, you will:

1. Employee Support and Query Resolution:
• Serve as the first point of contact for customer queries via multiple channels, including phone, email, and chat.
• Resolve issues proactively at Tier 1 support level, ensuring high customer satisfaction.
• Escalate unresolved or complex queries to Tier 2 or appropriate departments while ensuring seamless communication.
2. Case Management:
• Manage cases using a case management tool, ensuring timely updates and resolution.
• Track and monitor service requests against established SLAs and follow up for resolution as required.
3. Documentation and Reporting:
• Maintain accurate records of customer interactions and transactions.
• Generate daily/weekly/monthly reports and share insights with stakeholders.
4. Process Adherence and Improvement:
• Follow standard operating procedures and contribute to process standardization.
• Collaborate with quality teams to identify improvement opportunities and implement best practices.
5. Cross-Functional Collaboration:
• Coordinate with internal teams and third-party vendors to ensure issue resolution.
• Support onboarding and training initiatives for new team members, as needed.

Qualifications

Minimum Requirements:

• Bachelors degree or equivalent education.
• Relevant years of experience in a customer service/contact center role.
• Strong verbal and written communication skills.
• Proficiency in case management tools like ServiceNow
• Demonstrated ability to manage high-volume workloads efficiently.

Preferred Qualifications:

• Experience in a shared service environment or customer-facing role.
• Knowledge of CRM platforms or customer service tools.
• Proven track record of meeting or exceeding service-level agreements.
• Certification in customer service or related fields is a plus.

Key Skills and Attributes:

• Exceptional interpersonal and problem-solving skills.
• Ability to work in a dynamic, fast-paced environment.
• High attention to detail and a customer-centric approach.
• Flexibility to work across shifts to cater to a global customer base.