Job Description

Job Summary

The Senior Process Associate plays a crucial role in handling / overseeing customer support operations within the Delivery Operation (Non-Voice) area. This mid-level professional ensures efficient order management, high-quality customer interactions, and continuous improvements in workflow processes, contributing significantly to the overall objectives of the organization.

Key Responsibilities

Key Responsibilities:

• Handle customer inquiries via phone, email, chat, and ticketing systems.
• Resolve customer issues efficiently while ensuring a high level of customer satisfaction.
• Manage customer accounts, update records, and maintain accurate documentation.
• Track, monitor, and escalate customer concerns as required.
• Prepare and analyze customer service reports, trends, and performance metrics.
• Collaborate with internal teams to ensure timely resolution of customer requests.
• Monitor KPI adherence and support continuous process improvement initiatives.

Skill Requirements

Required Skills:

• 3–4 years of experience in Customer Service, Customer Support, Client Servicing, or Customer Operations.
• Strong knowledge of Microsoft Excel, including Pivot Tables, VLOOKUP/XLOOKUP, INDEX-MATCH, Conditional Formatting, Data Validation, Reporting, and Dashboard Creation.
• Excellent verbal and written communication skills.
• Strong problem-solving, analytical, and multitasking abilities.
• Experience with CRM and ticketing tools such as Salesforce, Zendesk, ServiceNow, or similar platforms will be an added advantage.

Other Requirements

Preferred Qualification: Any bachelor’s degree

1. Optional But Valuable: Certified In Order Management Or Customer Service Excellence