Senior Associate - Customer Care

Job Description

ASTER DM HEALTHCARE LIMITED is looking for Senior Associate - Customer Care to join our dynamic team and embark on a rewarding career journey Customer Support: Interact with customers through various channels (phone, email, chat, etc) to address inquiries, resolve issues, and provide assistance Supervision: Provide guidance, training, and mentorship to junior customer care associates to ensure they meet performance and quality standards Issue Resolution: Handle more complex or escalated customer inquiries and complaints, finding suitable solutions to ensure customer satisfaction Quality Assurance: Monitor and evaluate the quality of interactions between junior associates and customers, providing feedback and coaching as needed Product Knowledge: Maintain a deep understanding of the organization's products, services, and processes to address customer queries effectively Data Entry: Accurately record customer interactions, inquiries, and resolutions in the customer relationship management (CRM) system Escalation Handling: Manage and escalate customer issues to higher management or other departments when necessary Customer Feedback: Collect and report customer feedback to help identify areas for improvement and make recommendations for process enhancements Compliance: Ensure that customer interactions adhere to company policies, procedures, and legal and regulatory guidelines Training: Stay updated on product or service changes and attend training sessions to improve customer service skills Reporting: Generate reports on customer care performance and share insights with senior management Qualifications:Education: A high school diploma or equivalent is typically required Some positions may prefer a bachelor's degree or relevant vocational training Customer Service Skills: Strong customer service skills, including active listening, empathy, and the ability to remain calm and professional in challenging situations Experience: Several years of experience in a customer service role, demonstrating progressively increasing responsibilities Leadership: Leadership and supervisory skills to guide and mentor junior associates Communication: Effective verbal and written communication skills for interacting with customers, colleagues, and senior management