Customer Care Associate

Summary

Join the FT as a Customer Care Associate and become a vital link between our company and current and prospective customers. Deliver outstanding service, resolve inquiries efficiently, and encourage positive relationships with our valued customer base.

Responsibilities

• Resolves customer concerns by clarifying issues, researching, investigating and providing flawless and prompt customer support using different platforms
• Responds to incoming cancellation requests and employ persuasion techniques to encourage customers to maintain their subscriptions. This is achieved by highlighting the product benefits and applying relevant discounts through various platforms as deemed vital
• Engages prospective subscribers who express interest in the company's product, strategically conveying information about the company's offerings and services through diverse communication channels
• Handles and processes campaign leads received from the generated queues, including but not limited to subscription renewal
• Gives to team performance goals by accomplishing individual targets, SLAs, metrics, KPIs, etc
• Keeps team leader advised by reporting activities relating to the role and advancing customer concerns when vital
• Participate in and perform special tasks and projects that may be assigned from time to time
• Escalate sophisticated issues to appropriate teams or team leader when vital
• Maintains confidentiality and adheres to ethical standards, policies, and procedures
• Works cohesively with team members across departments and borders, fostering a network of relationships that benefit the organisation
• Seeks out new opportunities for improvement, suggests innovations, and takes proactive steps beyond the standard requirements
• Adjusts optimally to new situations and changing priorities, embracing diverse challenges and environments
• Adheres to company policies and procedures, ensuring that all work is carried out in accordance with the highest standards of quality and integrity

Benefits

• Generous annual leave allowances
• Flexible working (including working from home)
• Health coverage (medical, dental & vision insurance)
• 401k and company match
• Enhanced family leave packages
• Giving Back opportunities