Deskripsi Pekerjaan
Join Capgemini as a Contact Center Process Associate and become a vital part of our global client service delivery team. We are seeking a dedicated professional who thrives in a fast-paced environment and excels at building relationships with diverse stakeholders. In this role, you will serve as the face of our company, managing inbound and outbound communications to ensure high levels of customer satisfaction and retention.
As a Business Advisor in our contact center, you will leverage your problem-solving skills to address client inquiries efficiently while adhering to strict operational standards. You will work closely with cross-functional teams to resolve issues, provide accurate information, and ensure a seamless customer journey. This is a fantastic opportunity to grow your career within a leading international consulting firm, where your contributions will directly impact business outcomes and client loyalty.
Tanggung Jawab
- Manage incoming customer inquiries via phone, email, and live chat with a focus on accuracy and speed.
- Resolve customer issues and complaints by identifying the root cause and providing effective solutions.
- Maintain accurate and up-to-date records of all customer interactions and transactions in the CRM system.
- Escalate complex or unresolved issues to the appropriate management levels or technical teams.
- Adhere to all company policies, Standard Operating Procedures (SOPs), and compliance guidelines.
- Participate in ongoing training sessions to enhance product knowledge, communication skills, and service quality.
- Collaborate with team leads to achieve daily and monthly performance targets and KPIs.
Kualifikasi
- Bachelor’s Degree in any field or equivalent work experience.
- Proven experience in a customer service or call center environment.
- Excellent verbal and written communication skills in English (fluent).
- Strong problem-solving abilities and critical thinking skills.
- Ability to multitask and work effectively in a high-volume, target-driven environment.
- Proficiency in using computer applications, CRM software, and MS Office suite.
- A customer-centric attitude with a passion for delivering exceptional service.