Account Associate

WHAT WE OFFER

• Competitive Salary Packages
• Professional Development Opportunities
• Hybrid Work Setup
• Equipment Provided
• Day 1 HMO
• Life Insurance

POSITION OVERVIEW
The Account Associate is responsible for ensuring that all client deliverables are met on time and according to their specifications. This includes understanding and adhering to client-defined policies, procedures, and contractual agreements, as well as meeting work standards, targets, and objectives. The Account Associate will also proactively seek process improvements to enhance efficiency and overall service quality. Additionally, the Account Associate will provide prompt and professional service by addressing client queries and issues in a timely and effective manner and overseeing the delivery of Managed Services to maintain high client satisfaction.

WHAT WILL YOU DO?
Client Services

• Ensure that there is a thorough understanding of the client's queries and issues. This involves actively listening to clients and clarifying any concerns to provide effective solutions.
• Responsible for delivering Managed Services to clients. Oversee the execution and delivery of services according to agreed-upon terms to meet client expectations.
• Regularly assess and address client needs, ensuring they receive high-quality service and their concerns are promptly resolved to maintain client satisfaction.

Operations Support

• Perform and execute processes based on client-defined policies, procedures, and contractual agreements. This involves ensuring all tasks are completed in line with the client’s specific guidelines and expectations.
• Adhere to agreed processes and meet required work standards, targets, and objectives. Consistently monitor and ensure that performance aligns with established goals and timelines.
• Continually look for process improvements.
• Regularly assess current procedures and identify opportunities to increase efficiency and effectiveness.

Adhoc Tasks

• Stay updated on industry trends to improve service quality and better support clients.
• Execute other duties and responsibilities as assigned by the immediate supervisor or manager.
• Proactively identify and recommend initiatives to enhance departmental efficiency.
• Demonstrate flexibility in extending working hours as necessary to meet business needs

WHAT SHOULD YOU HAVE?

• Bachelor’s Degree in any field; preferably technical course (Computer Science, Computer Engineering, or IT)
• Has at least 1-2 years experience as a Client/Technical Support agent in a BPO/same industry serving international client/s
• Must have intermediate to advanced skills in G Suite/MS Office Suite
• Must have above-average attention to detail, logical, numerical, and verbal reasoning, and adherence to rules
• Process-oriented
• Good written and verbal communication skills
• Ability to resolve interpersonal conflict in the office
• Detail-oriented team player with a positive attitude
• Strong problem-solving and analytical skills
• Ability to guide, mentor, motivate, and coach the team to achieve goals
• Advanced technological skill set
• Knowledgeable in Strategic Planning and Quality Management
• Ability to work well under pressure with a high degree of accuracy
• Ability to establish collaborative working relationships with extended team members
• Must be proactive, a critical thinker, a team player, and have a positive attitude
• Good Analytical and Strategic thinking
• High attention to details
• Results-oriented

SCHEDULE

• Shifting on a per needs basis.
• Willing to work onsite 2 to 3x a week.