BPO Customer Care Associate

Handle routine and non-routine customer inquiries, resolving more complex issues by applying experience and escalating unexpected cases to higher-level employees. Ensure accurate, timely transaction processing to meet client SLAs, address nonstandard pending transactions, and prepare SOPs or support process transitions. Interact regularly with customers and first-line management and take escalated calls from providers or callers, contributing to tactical plans that achieve project milestones.