Job Summary

The Senior Process Associate - Voice plays a critical role in delivering exceptional customer experiences by handling complex technical support requests. This position is essential for ensuring quality interactions, providing mentorship to team members, and driving process improvements to enhance customer service efficiency.

Key Responsibilities

1. Manage Complex Inbound And Outbound Calls By Providing Expert Assistance And Resolving Escalated Customer Issues Through Technical Diagnosis And Troubleshooting.
2. Implement Escalation Procedures For Issues Beyond Agent Control, Ensuring First Call Resolution And Maintaining Customer Satisfaction.
3. Monitor And Evaluate The Quality Of Customer Interactions, Delivering Constructive Feedback And Coaching To Enhance The Performance Of Junior Associates.
4. Assist In Onboarding New Team Members By Providing Training And Ongoing Support, Fostering A Culture Of Continuous Learning And Improvement.
5. Lead Initiatives To Optimize Call Handling Processes And Enhance Overall Customer Service Efficiency, Utilizing Customer Satisfaction Management Techniques.

Skill Requirements

1. Technical Diagnosis And Troubleshooting Skills
2. Proficient Written And Verbal Communication Abilities
3. Familiarity With Customer Satisfaction Management Principles
4. Service Mindset With A Focus On Delivering Exceptional Customer Service

Other Requirements

1. Optional Certifications In Customer Service Or Technical Support Are Valuable But Not Mandatory