Customer Service Associate

Key Responsibilities

• Handle inbound customer calls as per SOPs, covering customer enquiries, feedback, service requests, and complaints.
• Initiate outbound calls when required to gather additional information, confirm issue resolution, or complete follow-ups in accordance with SOP guidelines.
• Manage all customer interactions across voice, chat, email, and ticketing channels using only company-approved CRM systems.
• Actively listen to customers, understand concerns, and vali details using customer profiles, contact history, and order information available in the CRM.
• Use approved scripts, toolkits, and probing techniques to gather accurate information while maintaining service quality and compliance.
• Assess issues and provide resolution during the interaction wherever possible, or clearly communicate expected resolution timelines and dependencies.
• Escalate unresolved cases by logging tickets with designated resolver groups strictly as defined in SOPs.
• Accurately document and categorise every customer interaction in the CRM, including reason for contact, resolution provided, and next steps.
• Respond promptly to customer chats, emails, and tickets using approved templates, language guidelines, and communication standards.
• Handle customer complaints raised via digital and social media channels in accordance with SOP requirements.
• Prompt customers via email or outbound calls when the required information is insufficient to proceed with resolution.
• Draft clear and appropriate written responses for email and ticket cases using approved templates and formats.
• Accurately categorise emails and tickets into predefined SOP-based categories and subcategories.
• Annotate the gist of every interaction, including issue summary, resolution, and follow-up actions.
• Support basic CRM data analysis activities such as customer profiling, trend identification, and validation reports as required.
• Follow hardware usage standards and data protection controls, including call recording and confidentiality requirements.
• Maintain data accuracy, confidentiality, and compliance while meeting quality, productivity, and documentation benchmarks in a work-from-office environment.

Work Mode

• Work From Office (WFO)
• Office-based customer support role with defined quality, productivity, and compliance standards

Job Requirements:

Skills and Competencies

• Strong verbal and written communication skills.
• Ability to manage customer interactions across calls, chat, email, and ticketing platforms.
• Basic computer knowledge with familiarity in CRM systems.
• Customer-focused mindset with problem-solving ability.
• Close attention to detail in documentation, categorisation, and follow-ups.
• Ability to meet quality, turnaround time, and compliance metrics consistently.
• Comfortable working in a structured, SOP-driven office environment.