BPO Customer Care Associate

Handle routine and moderately complex customer questions, resolving issues using established knowledge and escalating complex/unexpected cases to higher-level team members. Ensure accurate and timely transaction processing to meet client SLAs, address nonstandard pending transactions, and support SOP/process transition preparation. Interact with customers and first-line management, take escalated calls, and develop tactical plans to hit key project milestones from the Manila office during night shift hours.