Customer Care Executive

3 weeks ago

Kolkata, India OnProcess Technology Full time

**OPERATIONS** | **FULL-TIME***

**Job Overview**:
Customer Service Associate works on programs related to customer satisfaction or return of defective materials from end customers, which require access to systems of partners of OnProcess Technology Bulgaria. Customer Service Associate supports the Company’s processes through professional communication to and from customers, on behalf of the partners of OnProcess Technology Bulgaria. As a result of the communication with customers, he updates the company’s database with the relevant information. Customer Service Associate works in accordance with all quality control initiatives, as well as with the requirements of the respective program.

**Responsibilities and Duties**:

- Perform/handle outbound or inbound customer and/or client communications
- Advise customers on behalf of OnProcess Technology’s clients
- Interact with customers via various methods of communication
- Utilize clients third parties to provide the entitled service
- Follow detailed instructions as outlined in Company documents
- For service level agreement in jeopardy, follow established escalation rules
- Resolve customer complaints and escalations
- Update applicable Program Database(s) accurately
- Appropriately handle challenging and unique customer situations in accordance with OnProcess Technology policies
- Escalate data or program specific issues to appropriate level of management
- Meet or exceed OnProcess Technology’s key performance standards and quality objectives
- Work as an integral part of the Delivery Services team; contributing to the department’s ability to consistently meet and exceed Contact Center performance goals
- May be responsible for multiple programs and working cross-functionally through programs
- Adhering to the Company’s policies, procedures and guidelines pertaining to the protection of Information Asset, as referred to in the User Agreement.
- Reporting actual or suspected security and/or policy violations/breaches to an appropriate authority;
- Ad-hoc duties and special projects

Qualifications:

- Previous customer service experience within a Contact Center
- High School Diploma or equivalent
- Attention to detail and accuracy
- Multi-tasking skills including the ability to toggle between multiple computer windows
- Strong written, verbal and interpersonal communication skills
- Meet certification requirements
- Ability to maintain confidentiality
- Familiarity with or an ability to understand and utilize a database and Microsoft Office programms

**Education Requirements**:
High School or equivalent

**Experience Requirements**:
1+ year

**About OnProcess**
OnProcess is on a mission - to transform and drive the world’s circular service supply chains - for brilliant customer experiences, efficiencies at the speed of digital, and more sustainable ‘circular economy’ processes.
At OnProcess, we encourage a collective sense of engagement, affirmation and belonging, where everyone is proud to be a member of our company. As a global business, we recognize our ability to understand, embrace and operate in a multicultural world - both in the marketplace and in the workplace - is critical to our long-term sustainability. That’s why we are committed to a company-wide culture that understands that diversity, equity, and inclusion is essential.

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