Senior Process Associate – Customer Care

Senior Process Associate – Customer Care

Location: Colombo, Sri Lanka (or as assigned)

Position Type: Full-Time

Job Summary

The Senior Process Associate – Customer Care plays a pivotal role in delivering exceptional service by managing complex interactions and resolving high-level escalated issues. This position is vital for maintaining superior customer satisfaction levels and driving the Net Promoter Score (NPS). Beyond direct customer support, you will contribute to team excellence through mentorship, quality monitoring, and the implementation of continuous process improvements.

Key Responsibilities

• Advanced Issue Resolution: Manage complex inbound and outbound calls, providing expert assistance and resolving escalated customer concerns using advanced communication and problem-solving techniques.

• Escalation Management: Adhere to defined escalation procedures for high-priority issues, ensuring a high First-Call Resolution (FCR) rate and seamless support transitions.

• Quality Assurance & Coaching: Monitor the quality of customer interactions across the team, providing constructive feedback and hands-on coaching to enhance overall performance.

• Training & Mentorship: Assist in the onboarding and training of new team members, offering ongoing mentorship to foster a collaborative and growth-oriented environment.

• Process Improvement: Lead initiatives aimed at optimizing call-handling workflows and improving service efficiency to enhance the end-to-end customer experience.

• Compliance: Ensure all interactions align with company policies, strictly maintaining confidentiality and ethical conduct standards.

Skill Requirements

• Service Mindset: Deep proficiency in customer service principles and a proven track record of delivering a “customer-first” experience.

• Communication Excellence: Exceptional verbal and written communication skills to effectively interact with diverse customers and internal stakeholders.

• Analytical Problem-Solving: Ability to deconstruct complex customer issues and provide creative, timely, and effective resolutions.

• Metrics Proficiency: Familiarity with performance metrics, Service Level Agreements (SLAs), and quality standards to ensure project outcomes are met.

• Technical Aptitude: Comfort navigating CRM systems and call-handling software to document interactions accurately.

Other Requirements

• Experience: Previous experience in a high-volume customer service or call center environment is required.

• Education: A Bachelor’s degree or equivalent professional experience.

• Certifications: Optional but valuable certifications in Customer Service Excellence, Six Sigma (Yellow/Green Belt), or related fields are an advantage.

• Flexibility: Ability to work in a rotational shift environment if required by the business needs.

We are an Equal Opportunity Employer.

Company: HCTTech

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