Process Associate

Job Description – Call Center Associate

Job Location: Chennai

Position Summary: The Call Center Associate is responsible for handling inbound and outbound customer interactions, resolving queries, providing accurate information, and ensuring positive customer experience. The role requires strong communication skills, customer service orientation, and the ability to work in a fast-paced environment.

Key Responsibilities:

· Handle inbound and outbound calls professionally and efficiently.

· Understand customer needs and provide accurate information or solutions.

· Record and update customer information in the system accurately.

· Follow call handling scripts, processes, and quality guidelines.

· Escalate complex issues to supervisors or relevant departments when necessary.

· Achieve assigned performance targets such as Call quality, AHT, CSAT, and productivity.

· Maintain confidentiality of customer information and adhere to company policies.

· Provide timely follow-ups and ensure customer issues are resolved.

· Participate in training sessions and team meetings to improve performance.

Required Skills & Qualifications:

· Strong verbal and written communication skills.

· Experience in international voice process. Inbound call center experience preferred

· Customer-focused attitude with good problem-solving abilities.

· Basic computer literacy and familiarity with CRM tools.

· Ability to multitask and work under pressure.

· Positive attitude, patience, and willingness to learn.

Education & Experience:

· Minimum of a bachelor's degree (any discipline)

· 1–3 years of experience in customer service and call center environment

Work Environment:

· Rotational shifts may be required.

· Fast-paced, target-driven environment.