Service Delivery Associate
18 hours ago
Job Title: Service Delivery Associate
Service Delivery Associate Job DescriptionWe are seeking a skilled and results-driven individual to join our service delivery team. As a Service Delivery Associate, you will be responsible for delivering exceptional customer experiences through prompt and professional responses to inquiries from global clients via phone, email, or chat.
Key Responsibilities:- Handle inbound and outbound calls, emails, or chats from international customers (primarily US/UK/AUS) in a timely and efficient manner.
- Address customer queries and complaints promptly, providing solutions that meet their needs and exceed their expectations.
- Maintain accurate records of customer interactions and follow-up actions.
- Meet or exceed performance metrics such as Average Handling Time (AHT), Customer Satisfaction (CSAT), and First Call Resolution (FCR).
- Escalate unresolved issues to higher authorities when necessary.
- Stay up-to-date with product knowledge, system updates, and standard procedures.
- Education: High School Certificate / Graduate degree in any field.
- Experience: 0-3 years in an international voice or non-voice process. Freshers with excellent communication skills can also apply.
- Communication Skills: Excellent verbal and written English communication is essential.
- Willingness to work in night shifts and rotational shifts.
- Good computer skills including MS Office, email, and CRM tools.
- Ability to handle pressure and multitask effectively.
- Customer-focused with a problem-solving attitude.
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