Operation Service Associate

Responsibilities:

• Customer Experience: Deliver exceptional service to ensure a positive and professional experience for all clients.
• Client Interaction: Handle incoming phone requests, accurately record requests, and manage client account details with precision.
• Product Knowledge & Management: Understand all product offerings available through our phone service, process client inquiries efficiently, and provide clear readbacks for confirmation.
• Record Accuracy: Maintain detailed logs of all client activities, utilizing digital tools and manual ledgers where applicable.
• Tool Proficiency: Confidently operate all work systems, adhering strictly to security protocols and best practices.
• Issue Escalation: Identify and promptly escalate any issues or irregularities to the appropriate department for resolution.
• Team Collaboration: Communicate effectively with team members to support streamlined operations and workflow consistency.
• Compliance Adherence: Follow supervisor directives and comply with all operational, security, and compliance regulations.
• Monitoring and Verification: Track client activity trends, verify account status, confirm request outcomes, and timely follow-up on client entries.
• Any other responsibility established by the manager related to the employee’s knowledge and areas of responsibility.

Qualifications and Requirements:

• Customer Experience Orientation: Consistently demonstrated a commitment to client satisfaction in experience-focused roles.
• Active Listening: Ability to attentively listen, identify client needs, and respond appropriately in real-time.
• Multitasking Ability: Capable of handling multiple inquiries and client interactions in a fast-paced environment.
• Probing Questions: Skilled in asking insightful questions to fully understand and resolve client concerns.
• Attention to Detail: High level of accuracy in processing inquiries and managing multiple data points.
• Problem-Solving: Comfortable managing challenging situations with tact and sound judgment.
• Time Management: Strong self-management skills to maintain productivity and meet performance targets.
• Schedule Flexibility: Willingness to work varied shifts, including weekends and holidays, based on business needs.
• Language Proficiency: Advanced proficiency in English, both written and spoken.
• Assessment Completion: Successful completion of all role-specific evaluations at or above the required passing rate.

What we offer

• Competitive salary.
• Comprehensive benefits package.
• Opportunities for professional growth and career advancement.
• A dynamic, supportive work environment with a team-oriented culture.