Customer Service Associate

DUTIES AND RESPONSIBILITIES:

• Respond to customer inquiries via phone, chat, email, or social channels within SLA.
• Ensure accurate logging of interactions and resolutions in the CRM system or other platforms.
• Resolve customer concern efficiently and elevate as needed.
• Maintain high QA and CSAT scores through professional and empathetic service.
• Exhibit Genuine Care by demonstrating ownership, empathy, and proactive assistance.
• Participate in regular QA evaluations, calibrations, and coaching sessions.
• Contribute feedback and observations to improve the overall customer experience.
• Collaborate with internal departments concerned regarding the inquiries and concerns of customers.
• Inform clients/customers about the payment process, guidelines and their payment balance.
• Responsible for day‑to‑day sending of payment confirmations and payment receipts to the Treasury Department for ...