Client Care Associate

1 day ago

Pasay, National Capital Region, Philippines Visa Full time $40,000 - $60,000 per year

This is a mid-level professional role with progressive responsibility as experience grows. This role serves as a functional/technical specialist, working independently with minimal guidance in complex and unconventional situations.

Responsibilities:

  • This role administers the business processes related to client onboarding, offboarding, reporting, and ongoing management of client and users that the GCR Team caters to.

  • Manage activities, requests, and inquiries for support and information thru various case management tools which include but is not limited to emails, chat, calls, etc.

  • Manage enrollment, client set-up, and deactivation process by closely coordinating with clients, Client Success, Product, and other internal organization as needed.

  • Ability to understand and troubleshoot problems and clearly identify complexity for proper and timely escalation.

  • Deliver consistent high-quality work to ensure an excellent client experience.

  • Perform work with a high degree of excellence and accuracy, maintaining and fulfilling service level objectives with best practice and process applied.

  • Identify key process improvement and opportunities based on inquiry trends and any operational pain-points to improve service delivery.

  • Collaborate with the analysts and leadership team to develop and deliver training materials for new hires and continuous learning for existing team.

  • Participate in regular team meetings to share insights, discuss challenges, and contribute to team strategies.

  • Manage documentation in SharePoint, Microsoft Dynamics/OneCRM, and other data repositories.

  • Build and enhance positive working relationships with internal and external stakeholders.

  • Contribute to team efforts by accomplishing related tasks as needed.

  • Provide global support during US/LAC/EU/AP/CEMEA business hours as needed.

  • Ability to be cross trained on different products as needed to support existing transformation efforts.

  • Demonstrate flexibility in schedule changes - willingness to work a flexible schedule to include weekends, possible holidays and overtime when needed. (24/7 operations, rotating and shifting schedules).

  • Ability to support phone, email and chat channels.

This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.

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