BPO Customer Care Senior Representative

Responsibilities:

• Manage inbound customer calls regarding standard credit card inquiries, transactions, account maintenance and Tier 1 online support. 
• Respond to customer inquiries in a pleasant, courteous, professional, and well-informed manner.
• In conjunction with on-screen customer information, identify customer needs through customer contact while simultaneously reading/updating customer information on the system.
• Analyze information presented by the customer and action next steps accordingly based on the nature of the inquiry. 
• Adhere to established escalation procedures when mitigating complaints/escalations on the first contact. 
• Remain current on program information and business initiatives, as well as corporate products and processes. 
• Achieve quality service by accurately assessing and responding to customer needs, using sound judgment and flexibility when recommending appropriate options/solutions. 
• Fulfil...