BPO Customer Care Associate

"Roles & Responsibilities : 
• These individuals have a working knowledge of one technical skill.
• They work on routine and non routine matters.
• They handle routine questions and issues, referring complex or unexpected matters to higher level employees for assistance.
• Resolves more complex client situations by applying demonstrated knowledge and skills generally acquired through job experience. 
• Ensures accurate and timely completion of transactions to meet or exceed client SLAs. 
• Works on preparation of SOPs / process transitions.
• They may regularly interact with customers and first line management.
• Takes escalated calls from providers/callers. 
• Develops tactical and operational plans to achieve key milestones in the project. 
• Ensures accurate and timely processing of transactions to meet or exceed client service level agreements. 
• Identifies and resolves issues around nonstandard pending transactions. 
• Typically requires 1-3 years relevant experience. 
• High School Diploma or equivalent. 
• Undergraduate degree or some college coursework preferred. 
• Solid computer skills. 
• Strong communication skills. 
• Strong customer service skills. 
• Strong attention to detail, time management and organizational skills. 
• Ability to physically perform general office requirements. 
• Must be able to perform essential responsibilities with or without reasonable accommodations."