Senior Associate - Chat Support

Key Deliverables:

• Handle first-line customer queries via written channels with professionalism and accuracy
• Ensure resolution of issues within defined service metrics and quality standards
• Contribute to team knowledge sharing and process improvements
• Support customer satisfaction and NPS through empathetic and effective communication

Role Responsibilities:

• Maintain high written communication standards and empathy in all responses
• Meet individual performance objectives and support team metrics
• Adapt to roster shifts to ensure round-the-clock support
• Participate in training, feedback sessions, and continuous development