Senior Process Associate – Customer Service

About the role

We are seeking a Senior Process Associate for our Customer Care (CC) team. The role is central to delivering exceptional customer service by handling complex inbound and outbound calls and resolving escalated issues. The Senior Process Associate will act as a point of contact for complex queries, ensuring timely resolution while maintaining high levels of customer satisfaction. This position also supports continuous process improvement and adherence to quality standards.

Key responsibilities

• Manage complex inbound and outbound customer calls, providing expert assistance and resolving escalated issues.
• Follow established escalation procedures for issues beyond individual control, aiming for a high first‑call resolution rate.
• Support and mentor new team members through training, ongoing assistance, and knowledge sharing.
• Contribute to process documentation and share best practices with the team.

Required profile

• Strong service mindset with a focus on continuous process improvement.
• Excellent communication and problem‑solving abilities.
• Ability to maintain high quality and effective customer interactions.
• Collaborative attitude and willingness to mentor colleagues.

Required skills