Deskripsi Pekerjaan
Are you a seasoned customer service professional looking to elevate your career with a global leader? Capgemini is seeking a highly motivated Contact Center Senior Associate to join our Banking & Financial Services team in Manila. In this pivotal role, you will act as a key liaison between our clients and their customers, delivering top-tier service and strategic business support.
As a Business Advisor, you will go beyond standard issue resolution. You will shape the vision and strategy for client accounts, deep-diving into complex needs to provide proactive solutions. We are looking for an individual who thrives in a fast-paced environment and possesses the analytical mindset required to drive continuous process improvements. At Capgemini, you will be part of a collaborative, diverse, and innovative global workforce that values professional growth and excellence.
Tanggung Jawab
- Serve as a subject matter expert for banking and financial service processes to resolve complex customer inquiries.
- Analyze customer feedback and operational data to identify trends and propose strategic process enhancements.
- Collaborate with stakeholders to align service delivery with client vision and business goals.
- Manage high-priority escalations with professionalism, ensuring satisfactory resolution and minimal business disruption.
- Mentor and guide junior team members to maintain high service quality standards.
- Develop and maintain comprehensive documentation for workflows and standard operating procedures.
- Ensure full compliance with financial industry regulations and data privacy standards.
Kualifikasi
- Bachelor’s degree in Business, Finance, Communications, or a related field.
- At least 3-5 years of experience in a contact center environment, preferably within the Banking or Financial Services sector.
- Strong problem-solving skills with a high attention to detail.
- Exceptional verbal and written communication skills in English.
- Proven ability to work independently while contributing to a team-oriented environment.
- Proficiency in CRM software and standard MS Office applications.
- Flexibility to work in shifting schedules, including weekends or holidays if required by business needs.