Call Center Associate

Job Title: Call Centre Associate

Location:

Job Summary

The Call Centre Associate will act as the first point of contact for end customers participating in consumer promotions, loyalty programs, and reward-based campaigns. The role focuses on delivering timely support, resolving queries, and ensuring a seamless customer experience across multiple digital and telephony touchpoints.

Key Responsibilities

• Manage inbound and outbound calls related to promotions, contests, cashback, and rewards
• Address customer queries on eligibility, participation, redemption, and timelines
• Assist users with technical issues involving SMS, QR codes, missed calls, and web/mobile platforms
• Record customer interactions, complaints, and resolutions accurately in CRM systems
• Validate invoices and images for reward processing as per defined SOPs and checklists
• Escalate complex or high-value cases to internal teams when required
• Adhere to SLAs, quality standards, and compliance guidelines
• Share recurring issues and customer feedback for process improvement

Eligibility & Skills

• Graduate with 0–3 years of customer support experience
• Strong communication skills and customer-focused approach
• Basic technical and CRM proficiency; attention to detail essential