Specialist - Customer Service/Voice Process/Customer Support

Role & responsibilities

1. Provide exceptional customer support through phone, chat, email, social media, and other communication channels.
2. Handle complex customer inquiries, complaints, and service requests while ensuring timely and accurate resolution.
3. Serve as a subject matter expert for customer care processes, products, services, promotions, and loyalty programs.
4. Investigate and resolve escalated customer concerns while delivering an outstanding customer experience.
5. Review, update, and maintain customer account information with a high degree of accuracy.
6. Document customer interactions, resolutions, and case details within CRM and case management systems.
7. Monitor and resolve customer cases within established Service Level Agreements (SLAs).
8. Identify recurring customer issues, process gaps, and improvement opportunities and escalate trends when appropriate.
9. Provide guidance and support to associates on complex customer issues and best practices.
10. Collaborate with cross-functional teams to resolve customer concerns and improve service delivery.
11. Respond to social media inquiries and online customer reviews in accordance with company guidelines.
12. Analyze customer feedback and recommend improvements to enhance the customer experience.
13. Ensure compliance with customer care policies, quality standards, and regulatory requirements.
14. Participate in continuous improvement initiatives, quality programs, and operational excellence activities.
15. Meet established productivity, quality, customer satisfaction, and performance metrics.
16. Demonstrate professionalism, ownership, accountability, and a commitment to delivering Extraordinary Customer Care.

Perks and benefits

Cabs Provided

Meals Provided

Insurance Covered