Process Associate – Customer Care

The Process Associate – Customer Care role focuses on providing customer support, account-related assistance, issue resolution, and process adherence.

The candidate will respond to customer queries and concerns, assist with data collection and account recovery, understand and follow client processes and policies, and help resolve customer issues.

The role also involves reproducing customer issues and escalating product bugs when required. Candidates are expected to demonstrate strong critical thinking, analytical ability, English communication skills, and customer-service skills.

The position is suitable for freshers and candidates with 0–2 years of experience.

Responsibilities

• Customer Support

Respond to customer queries and concerns. Provide excellent customer service. Assist customers with their issues and requests.

• Account Support

Provide support for data collection. Assist with account recovery. Handle account-related customer requirements.

• Process & Policy Adherence

Maintain a strong understanding of client processes and policies. Follow the required processes while handling customer interactions.

• Issue Resolution

Reproduce customer issues when required. Identify problems related to customer-facing products or applications. Escalate product bugs appropriately.

• Analytical & Critical Thinking

Apply critical thinking when handling customer issues. Use analytical skills to understand and resolve problems.

• Teamwork

Work independently when required. Collaborate effectively with team members.

Educational Qualification Bachelor's degree in any of the following or related fields: Business Administration Communication Hospitality Management Information Technology Marketing Experience Freshers / 0–2 years Suitable for entry-level candidates. Required Skills Customer Care Customer Care Customer Experience (CX) Online Customer Support Account Maintenance Claims Resolution Customer Journey Customer Journey Mapping Understanding customer concerns and requirements Ability to provide appropriate customer support Communication Good English communication Ability to respond clearly to customer queries and concerns. Problem Solving Strong critical thinking Analytical ability Problem-solving skills Ability to understand and resolve customer issues. Working Style Ability to work independently. Ability to work collaboratively as part of a team.