Senior Call Center Assoicate
Job Purpose
Call Center Senior Associate is responsible for managing customer interactions efficiently and effectively, ensuring exceptional service quality while meeting sales and performance goals. In addition to handling customer inquiries and issues, the Senior Associate will also mentor and guide junior associates, ensuring that the team meets or exceeds its targets. The Senior Associate will play a crucial role in upholding service standards, maintaining a high level of customer satisfaction, and supporting team performance.
Job Description
Customer Service Excellence:
- Provide high-quality customer service by addressing customer inquiries, resolving issues on the first call, and ensuring customer satisfaction.
- Handle complex customer queries and complaints, ensuring issues are resolved to the customer’s satisfaction.
- Sales Support (Cross-sell & upsell):
- Identify opportunities for cross-selling and upselling during customer interactions.
- Promote products and services effectively, driving sales growth.
- Achieve sales targets for cross-sell and upsell.
Claims Follow-up & Resolution:
- Ensure timely follow-up on insurance claims, ensuring all claims are processed efficiently and within the specified TAT.
- Provide customers with clear updates on claim status and guide them through the process.
Quality Assurance & Compliance:
- Maintain high standards for call quality, following scripts, ensuring compliance with company guidelines, and achieving high QA scores.
- Review calls for quality improvement and ensure adherence to all legal and compliance regulations.
- Identify areas for improvement in service delivery and work with the team to implement solutions.
Team Leadership & Mentoring:
- Mentor and train junior associates, helping them improve their skills and achieve KPIs.
- Provide ongoing support to team members, including assisting with difficult customer situations and complex queries.
- Share knowledge and best practices with new and existing agents.
Performance Monitoring:
- Monitor individual performance metrics, such as AHT, QA scores, NPS and sales conversion rates, ensuring high standards are consistently met.
- Assist in the review of daily, weekly, and monthly performance data and provide feedback to improve results.
Productivity & Scheduling:
- Ensure personal productivity targets are met and consistently follow work schedules.
- Provide support to supervisors or managers in adjusting shifts and ensuring call center staffing meets operational needs.
Customer Satisfaction & Escalation Management:
- Maintain an NPS score by delivering exceptional customer experience.
- Handle customer escalations promptly and professionally, ensuring that issues are resolved efficiently.
Job Requirements
- Bachelor’s Degree (or equivalent diploma)
- Call Center Professional Certification (Preferred but Not Mandatory)
- 2-3 years experiences in call center fields
- Able to work with assign shift
Job Details
Senior Associate
Customer Experience
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