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. 
•    Fulfi...