Deskripsi Pekerjaan
Join Capgemini as a Contact Center Senior Associate and become a vital part of our client's customer experience ecosystem. In this dynamic role, you'll shape customer engagement strategies by understanding stakeholder needs and translating business requirements into actionable solutions. You'll serve as the primary interface between clients and users, ensuring seamless communication while maintaining high service standards in a fast-paced financial services environment. This position offers the opportunity to develop expertise in customer journey mapping, process optimization, and multi-channel support systems. Capgemini provides comprehensive training programs to help you master industry-specific protocols and cutting-edge contact center technologies, positioning you for career growth in a global IT consulting leader.
Tanggung Jawab
- Manage complex customer inquiries and resolve issues across multiple communication channels
- Document interactions and maintain accurate client records in CRM systems
- Analyze customer feedback to identify service improvement opportunities
- Collaborate with cross-functional teams to implement process enhancements
- Adhere to financial services compliance protocols and security standards
- Maintain performance metrics including call resolution rates and customer satisfaction scores
- Train junior associates on product knowledge and service procedures
Kualifikasi
- Minimum 2 years of contact center or customer service experience
- Bachelor's degree in Business, Communications, or related field
- Proficiency in CRM platforms (e.g., Salesforce, Zendesk)
- Strong analytical and problem-solving abilities
- Excellent written and verbal communication skills
- Knowledge of banking/financial services industry regulations
- Ability to work flexible hours including weekends and holidays
- Spanish language proficiency preferred