Senior Process Associate-Voice
HCLTech
City Of Taguig, National Capital Region, PhilippinesPosted 21 days agoDiscoveredMatch locked
Full-time
Job Summary
The purpose of this role is to handle complex calls, ensure quality interactions, train and mentor team members, and lead process improvements for better customer service.
Key Responsibilities
- Handle Complex Inbound And Outbound Calls, Providing Expert Assistance And Resolving Escalated Customer Issues.
- Follow Escalation Procedures For Issues Uncontrollable At Agent Level First Call Resolution
- Monitor And Ensure The Quality Of Customer Interactions, Providing Feedback And Coaching To Junior Associates.
- Assist In Training New Team Members And Provide Ongoing Support And Mentorship.
- Lead Initiatives To Enhance Call Handling Processes And Improve Overall Customer Service Efficiency.
Skill Requirements
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Other Requirements
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Not included in the source posting: about the role, benefits.
Who can apply
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