The Advanced Associate, Customer Service is responsible for providing excellent customer service and promoting client programs by answering incoming calls from clients, candidates, and test site administrators. They are also responsible for assisting with the operational aspects of client testing programs and handling escalated service-related issues.
Primary Responsibilities
· Level 2 and Level 3 Escalation calls
· Directly liaising with the US (United States), EMEA (Europe, Middle East and Africa) and APAC (Asia Pacific) lines of business
· Prepare client reports
· Act as an escalation point for service-related problems
· Promote client programs and products
· Determine additional opportunities and possible operational trouble areas
· Input accurate customer information into the database
· Assist in training and monitoring call center agents to ensure quality of service
· Maintaining the SLA for different LOBs
· Reports
· Client Management
· Events handling
Qualifications/Education and Experience:
· Required Education- Bachelor’s degree
· 4-5 years’ experience in a similar/related position
· Confident and fluid communicator
· High levels of customer service skills
· Previously operated in a Level 2 call support role
· Previous subject matter expert knowledge
· Familiar and comfortable working in a busy corporate environment/shift.
-Open to working in Night shifts and 24*7 environment.
· Experience in providing application support
· Familiar with MS Office
· Experienced in collating reports
Desired Candidate Profile:
· Excellent oral and written communication skills
· Great attention to detail
· Problem-solving skills
· Strong organizing and time management skills
· Customer service skills
· Effective team working skills
· Client and People Management skills
-AI tools knowledge would be added advantage.