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Process Associate

3 weeks ago

Manila, National Capital Region, Philippines CareCone Group Full time

Role:
Process Associate – Customer Support (Australian Project)

Work Location:
McKinley, Taguig (Onsite, Philippines)

Interview Mode:
Via Teams

Duration:
Full-time

Shift:
Day shift (Australian time zone)

Hiring Process
(Online via Microsoft Teams – 1–2 days)

Compensation & Benefits

  • 13th-month bonus
  • HMO and life insurance from Day 1
  • Paid leave incentives

About the Role

The Senior Associate will manage complex customer interactions, handle escalations, and mentor junior associates while ensuring a high level of customer satisfaction.

This role combines hands-on service delivery with leadership responsibilities, requiring excellent communication, analytical, and problem-resolution skills.

Key Responsibilities

  • Handle escalated customer inquiries and ensure timely and effective resolution.
  • Support and mentor junior team members to maintain consistent service quality.
  • Accurately document all customer interactions and resolutions.
  • Identify recurring issues and recommend improvements in processes and workflows.
  • Ensure adherence to SLAs, communication standards, and compliance requirements.
  • Share insights with management regarding performance trends and process gaps.
  • Stay updated on product information, service changes, and client requirements.

Requirements

  • Minimum 1.5 years of experience in customer service, preferably in the banking or BPO sector.
  • Strong communication, analytical, and leadership skills.
  • Proven ability to manage escalations and guide team members effectively.
  • Excellent attention to detail and customer service orientation.
  • Positive attitude and ability to work independently and collaboratively.
  • Should not be a job hopper/ frequent job change