Deskripsi Pekerjaan
Capgemini is a global leader in consulting, technology services, and digital transformation. We are currently looking for a motivated and results-driven Contact Center Process Associate to join our expanding team in Manila City. As a Process Associate, you will be at the forefront of our client interactions, ensuring seamless communication and effective resolution of queries. You will act as a liaison between our clients and internal teams, driving process improvements and contributing to overall business success.
In this role, you will be responsible for handling a variety of customer service tasks, from responding to inquiries to documenting feedback and identifying trends. You will work closely with Business Advisors to analyze current processes, gather requirements, and implement solutions that enhance customer experience. Your ability to empathize with customers while maintaining efficiency will be key to your success.
Key responsibilities include managing inbound and outbound calls, resolving customer issues, maintaining accurate records, and collaborating with team members to meet performance targets. You will also have the opportunity to participate in training sessions and contribute to process improvement initiatives.
At Capgemini, we offer a collaborative environment where your ideas are valued, and your growth is prioritized. We provide competitive compensation, comprehensive benefits, and opportunities for career advancement. If you are passionate about delivering exceptional service and want to be part of a company that invests in its people, this role is for you.
Join us and make a difference. Apply now to become a Contact Center Process Associate at Capgemini in Manila City!
Tanggung Jawab
- Manage inbound and outbound customer calls, emails, and chat interactions in a professional manner.
- Identify customer needs and provide accurate, valid, and complete information.
- Resolve customer complaints and issues efficiently, escalating complex cases as needed.
- Document all customer interactions accurately in the CRM system.
- Collaborate with cross-functional teams to improve processes and enhance customer experience.
- Meet or exceed key performance indicators (KPIs) such as customer satisfaction, response time, and resolution rate.
- Participate in training sessions and continuous learning to stay updated on products and services.
- Contribute to team meetings and share insights for improvement.
Kualifikasi
- Bachelor's degree in Business Administration, Communications, or a related field.
- At least 1-2 years of experience in a contact center or customer service role.
- Excellent verbal and written communication skills in English.
- Strong problem-solving skills and attention to detail.
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and CRM software.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Willingness to work in shifting schedules, including nights, weekends, and holidays.
- A positive attitude and a customer-centric approach.