Contact Center Process Associate

Job Description

We are seeking a Contact Center Process Associate to serve as the first point of contact for our customers, delivering exceptional service and support across multiple communication channels. This role is key to ensuring customer satisfaction by addressing inquiries, resolving concerns, and providing timely, effective solutions.

Key Responsibilities:

• Handle customer inquiries professionally and efficiently via phone, email, or chat.
• Resolve product or service-related issues by identifying the root cause and providing appropriate solutions.
• Accurately document customer interactions and transactions in the system.
• Follow established communication protocols, guidelines, and company policies.
• Escalate complex or unresolved issues to the appropriate internal teams.
• Provide insights and feedback to improve customer service processes.
• Stay updated on product knowledge, promotions, and company policies.

Qualifications

• At least 1.5 years of experience in customer service, preferably in the banking industry.
• Strong English communication skills with a customer-first mindset.
• Ability to identify and resolve customer concerns effectively.
• Positive attitude and a collaborative team player.
• Willing to work onsite in McKinley West, Taguig.
• Amenable to working an AU shift schedule.
• Can start immediately.