Advanced Associate, Customer Service
Primary Responsibilities
Level 3 Escalation calls
Directly liaising with the US (United States), EMEA (Europe, Middle East and Africa) and APAC (Asia Pacific) lines of business
Ensure candidate results are sent to clients in a timely manner
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 LOB’s
Reports
Client Management
Events handling
Qualifications/Education and Experience:
Required education- Bachelor’s degree
2-4 years’ experience in a similar/related position
Confident and fluid communicator
High levels of customer service skills
Previously operated in a Level 2 support role
Previous subject matter expert knowledge
Familiar and comfortable working in a busy corporate environment/shifts (24*7)
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
