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.
Fulfill customer brand expectations in a manner that complies with policies, practices, and procedures.
Accurately complete appropriate documentation for each transaction.
End each call by completing all required activity in order to fulfill customer requests.

Requirements:

Excellent communication skills, both verbal and written.
Fluent in English
Demonstrated analytical and problem-solving skills.
Demonstrated ability to work within time constraints.
Working knowledge of PCs and strong keyboarding skills (min 25 wpm with an accuracy of 95%).
Positive attitude and demonstrated ability to perform in a team-based environment.
Professional and pleasant telephone manner.
Must have flexibility and willingness to work rotational shifts, including overnights and weekends.
Experience working in a call center environment specifically in a customer service role.
Previous Financial Services experience would be considered an asset.