Associate

Job summary
Provide effective technical support to the processResolve client issues directly or through escalationSupport process by managing transactions as per quality standards
Responsibilities
• Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner• Documenting all pertinent end user identification information, including name, department, contact information, and nature of problem or issue• Updating own availability in the RAVE system to ensure productivity of the process• Recording, tracking, and documenting all queries received, problem-solving steps taken, and resolutions• Following standard processes and procedures to resolve all client queries• Accessing and maintaining internal knowledge bases, resources, and frequently asked questions• Identifying and learning appropriate product details to facilitate better client interaction and troubleshooting• Documenting and analyzing call logs to spot recurring trends• Maintaining and updating self-help documents for customers• Escalating serious client issues to Team leader in cases of untimely resolution
Requirements
• Graduate of a 4-year course (fresh graduates with or without call center experience)• SHS Grad with 6 months BPO experience• College Undergraduate (must complete 2 years in college in 1 course and no back subjects) with 6 months BPO experience
Key Skills Needed
• Customer Service(Reservation)