Senior Associate

1 week ago

Gurgaon, Haryana, India beBeeCustomer Full time ₹ 8,00,000 - ₹ 15,00,000

Job Summary:

We are seeking a highly skilled and experienced professional to fill a senior associate role in our banking operations. The ideal candidate will possess a strong background in customer service, with a focus on the credit card industry, and excel in communication and problem-solving skills.

Main Responsibilities:

  • To manage ongoing escalation cases to ensure prompt, effective and efficient resolution for customer issues on the President's Choice Financial MasterCard program
  • Manage offline queues to ensure that they are within 48-hour SLA
  • To track the appropriate reason for these escalations, which assists the analytical processes and reporting regarding customer escalations
  • To seek solutions to customer issues, as an agent of the brand and an advocate for the product
  • To liaise with customers for further information, to provide updates and to prompt for documentation
  • To liaise with all areas of the partnership to ensure a thorough and complete understanding and resolution of any and all customer escalations
  • To escalate concerns, where appropriate, and as requested by customers

Requirements:

  • Fluency in French is mandatory
  • 6 months minimum tenure working on the President's Choice Financial MasterCard program
  • 2-3 Years of customer service background, with experience in the credit card industry
  • Previous experience with handling escalated calls preferred
  • Demonstrate a high level of confidence while dealing with escalated situations/customers
  • Flexibility in mindset and approach to ensure individualized customer service catered to the specific customer issue or need at hand; ability to think outside the box to achieve resolution
  • Excellent time management skills
  • Must be open to constructive feedback from supervisor, operational leads and team coordinator
  • Must work well with limited timelines
  • Excellent organizational and communication skills, using tact and diplomacy both within the organization and with customers
  • Bias for action

Key Qualifications:

  • Ability to work in a fast-paced environment
  • Strong problem-solving and analytical skills
  • Excellent communication and interpersonal skills
  • Ability to multitask and prioritize tasks effectively
  • High level of professionalism and integrity

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