BPO Call Center Senior Associate

Key Responsibilities
•    Act as the first line of support for customer issues and service requests.
•    Handle inbound customer calls, emails, and portal tickets, ensuring timely and professional communication.
•    Accurately document all incidents and actions taken in the ticketing system.
•    Perform basic troubleshooting for hardware (e.g., printers, tablets), software (mobile applications), and connectivity issues (Bluetooth, Wi-Fi).
•    Follow scripted resolutions and standard operating procedures from the Knowledge Base.
•    Resolve customer issues within defined SLAs (Service Level Agreements).
•    Escalate unresolved issues to Level 2 or specialized technical teams with detailed documentation.
•    Ensure high levels of customer satisfaction by providing friendly, efficient, and empathetic service.
•    Participate in regular training sessions to stay updated on processes, tools, and technologies.
•    Maintain confidentiality and comply with company data protection and security policies.