We are seeking a dedicated Operations Service Associate to join our dynamic team and provide an outstanding experience to our clients. In this role, you will be responsible for processing client requests, managing inquiry details, and ensuring seamless interactions via telephone and digital platforms. The ideal candidate thrives in fast-paced environments, has strong communication skills, and is committed to operational excellence.
ROLES AND 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.
ADDITIONAL RESPONSIBILITIES:
- 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.
REQUIREMENTS
- 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.