Call Center Asscoicate
Job Purpose
The Call Center Associate is responsible for providing exceptional customer service, resolving customer inquiries, ensuring adherence to quality standards, managing inbound and outbound calls, and supporting the sales goals of the company. The associate must also ensure timely follow-up on customer claims and contribute to overall call center performance goals.
Job Description
Customer Support & Issue Resolution:
- Respond to customer inquiries and resolve issues efficiently on first contact (First Call Resolution).
- Provide accurate information on products and services.
- Follow company guidelines for handling complaints, issues, and escalation procedures.
Service Level Adherence:
- Answer calls within the service level goal (within 10 seconds).
- Ensure minimal call abandonment and handle calls in an efficient manner.
Quality Assurance Compliance:
- Adhere to the scripts, guidelines, and compliance protocols provided by the company.
- Maintain a professional tone and demeanor during calls.
- Meet or exceed QA scores and compliance metrics.
Sales (Cross-sell & upsell):
- Identify sales opportunities for cross-sell and upsell based on customer needs.
- Promote complementary insurance products and services during customer interactions.
- Meet sales targets for cross-sell and upsell.
Follow-up claims call:
- Ensure timely follow-up on insurance claims, providing status updates within the agreed TAT (72 hours).
- Update customer records with accurate and timely claims information.
Net Promoter Score (NPS):
- Strive to maintain high customer satisfaction through effective communication and issue resolution.
- Participate in post-call surveys to gather feedback and identify areas for improvement.
Productivity:
- Maintain a high level of productivity by handling a significant volume of calls (Inbound, Outbound and Social Media Chat and Comment) while maintaining quality.
- Ensure that calls are efficiently managed, balancing talk time and after-call work
Job Requirements
- Graduated High School (More preferrable degrees holder)
- 1 year experience in call center field (Preferrable)
- Able to work with assign shift
- Excellent verbal and written communication skills with a clear and professional tone.
- Ability to understand and address customer needs, ensuring a positive experience.
- Ability to identify and capitalize on sales opportunities during calls.
- Ability to handle multiple calls and tasks efficiently, meeting KPIs related to AHT and service level.
- Ensuring accurate data entry, call documentation, and customer follow-up.
- Ability to address complex customer issues and escalate when necessary.
- Familiarity with call center software, CRM tools, and Microsoft Office applications
Job Details
Job Grade
Associate
Department
Customer Experience & Marketing
Function
Customer Experience
Location
Head Office, Yangon
