Process Associate

Inviting applications for the role of Process Associate/Process Developer/Management Trainee- Customer Care

This position involves managing inbound calls from our premium North American customer base. You will be responsible for delivering top-tier customer service, aiming for first-call resolution and exceeding customer expectations. Success in this role requires strong logical reasoning, effective problem-solving techniques, and the ability to establish a positive connection with customers through engaging conversations. In addition to direct customer interaction, you will also contribute to departmental initiatives by participating in projects and generating reports as required.

Responsibilities

• Answering phone calls in the languages mentioned, with a nice, controlled voice, on a priority established by the team leader.

• Able to sense other people's emotions and provide the answer or support based on their needs.

• Have a high-level tolerance without losing temper or being irritated by the day-to-day situation.

• Identify and assess customers needs to achieve satisfaction

• Build sustainable relationships and trust with customer accounts through open and interactive communication

• Provide accurate, valid and complete information by using the right methods/tools

• Handle customer complaints, provide appropriate solutions and alternatives within the time limits follow up to ensure resolution

• Follow communication procedures, guidelines and policies

• Take the extra mile to engage customers

• Being able to communicate effectively both verbally and in writing.

• Able to sense other people's emotions and provide the answer or support based on their needs.

• Easy adjust to changing scenarios regarding ways of working.

• Going beyond simply hearing the words that the other person speaks. Trying to focus on the needs and provide the right solution.

• Receiving and placing customer orders for the in-scope products/services (leasing, credit, bank accounts)

• Customer service through electronic channels.

• Projecting a positive image of the company and brand.

• Implementing changes using your creativity and focus on process improvement.

• Correct and complete documentation of all customer interactions. Having a good know-how of the entire process.

• Using time effectively and prioritize the daily tasks accordingly.

• Sharing with all team members any relevant knowledge obtained through customer interactions.

• Attending training sessions.

• Arranging working schedules with colleagues flexibly, according to business needs.

• Successfully completing the training plan and passing the process knowledge test (PKT) on a regular basis.

• Providing assistance to new colleagues whenever possible.

• Inform the process trainers and the management team whenever the information in an SOP is identified as out-of-date

• Able to use tools such excel, word, PowerPoint - as per the business and process requirements.

Qualifications we seek in you!

Minimum Qualifications / Skills

• Relevant experience in customer service voice role

• Customer Obsessed Mindset - Delivering FCR on interactions with customers

• Demonstrated ability to conduct research, work independently and make decisions with little or no guidance within the ambit of workflow/procedure

• Adaptability to learn new processes, concepts and skills and an eye for detail

• Strong communication both written and verbal, English skills

• Strong interpersonal skills, with the ability to communicate transactional issues correctly and clearly to both internal and external customers

• Keen attention to detail & risk identification

• Ability to effectively manage time, and individually prioritize multiple tasks of competing priority

• Ability to maintain high levels of confidentiality and data security standards
  

Mandate Qualifications/ Skills

• Bachelor%27s Degree Mandatory

• Problem Solving

• Relevant work experience at a financial institution

• Demonstrates sound decision making

• Ability to work in a dynamic, fast paced environment

• Strong attention to detail

• Ability to work independently and in a group setting

• Adaptable to change