Customer Service Associate

This role requires an English-proficient (C1C2) Customer Service Associate skilled in omnichannel customer support and strong de-escalation techniques. The associate manages customer interactions across phone, email, live chat, social media, SMS/WhatsApp, and in-app messaging, owning cases end-to-end while meeting SLAs. Key responsibilities include triaging and resolving tickets, applying retention tactics, coordinating with Marketing/CRM for campaign alignment, maintaining the knowledge base, and tracking KPIs such as CSAT, FCR, and QA. Candidates must have 13 years of relevant experience, proven problem-solving and communication skills, proficiency in multiple support platforms, and the ability to work flexible shifts including weekends and holidays. High integrity in handling customer data and compliance adherence are essential.