Senior Customer Care Associate

Minimum 2 Years in a Voice process (inbound or outbound) in BPO .

Key Responsibilities:

• Handle inbound and outbound customer calls professionally and efficiently.
• Understand customer queries, complaints, and service requests and provide appropriate resolutions.
• Provide accurate information regarding products, services, orders, accounts, or processes.
• Follow defined call handling procedures, scripts, and quality standards.
• Maintain accurate records of customer interactions in CRM systems.
• Resolve customer issues within defined SLAs and escalate complex cases when required.
• Perform follow-up calls with customers to ensure issue resolution and satisfaction.
• Maintain required productivity, AHT, CSAT, FCR, and quality targets.
• Identify opportunities for upselling or cross-selling where applicable.
• Coordinate with internal departments to resolve customer-related issues.
• Maintain confidentiality and follow company policies and data-security guidelines.
• Participate in training, quality feedback sessions, and process improvement initiatives.