BPO Customer Care Senior Associate

Responsibilities:
Manage inbound customer calls regarding standard credit card inquiries, transactions, account maintenance and Tier 1 & 2 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 mann...