Associate/Senior Associate Customer Experience

The job roles and responsibilities are,\n- Respond to customer inquiries via chat and email in a timely and professional manner\n- Provide expert guidance and support to chat, email and whatsapp support agents\n- Resolve complex customer inquiries and escalations\n- Develop and maintain knowledge base articles and resources\n- Conduct training sessions for new and existing team members\n- Analyse support trends and provide recommendations for process improvements\n- Stay updated with industry trends, best practices, and regulations.\n- Collaborate with stakeholders to identify areas for improvement and implement solutions.\n- Collaborate with other departments to ensure a seamless customer experience\n- Ensure compliance with company policies and procedures.\n- Participate in meetings, workshops, and training sessions as required.\n- Maintain accurate documentation and records related to the subject matter\n\nKnowledge Required:\n- Understanding of customer service principles\n- Basic knowledge of our products and services\n- Familiarity with common customer issues and how to resolve them\n