Delivery Associate (Customer Care Associate)

Job Overview

The Delivery Associate (Customer Care Associate) serves as a single point of contact for incoming inquiries from employees, retirees, or client HR representatives. The role involves delivering efficient and effective services aligned with the Statement of Services and agreed service levels.

Key Responsibilities

• Act as the first point of contact in the delivery center for employees or client HR representatives.
• Handle calls, tickets, emails, or faxes related to service requests, support, or issue resolution.
• Provide first-line support for HR inquiries that do not require complex investigation, case management services, or Logical Access Support.
• Escalate complex customer inquiries and requests to the appropriate Point of Contact (POC) or Subject Matter Expert (SME).
• Manage transaction services, including data management/entry, document validation, and archiving as necessary.
• Produce and supply requested reports and statistical information in line with agreed services.

Job Qualifications

• Open to fresh graduates or college-level applicants (undergraduates must have at least 3 years of BPO experience).
• Preferably with 1 year of experience in customer service or prior exposure to the IT/BPO industry.
• Demonstrates strong listening, communication, and customer service skills.
• Available to start immediately (by December 1, 2024).
• Willing to work the night shift.
• Willing to work onsite in Eastwood City, Quezon City.