Process Associate

Role: Process Associate – Customer Support (Australian Project)
Location: Manila, Philippines
Interview Mode: Via Teams
Duration: Full-time
Shift: Day shift (Australian time zone)
Hiring Process: (Online via Microsoft Teams – 1–2 days)
About the Role
The Senior Associate will manage complex customer interactions, handle escalations, and mentor junior associates while ensuring a high level of customer satisfaction.
This role combines hands-on service delivery with leadership responsibilities, requiring excellent communication, analytical, and problem-resolution skills.
Key Responsibilities
Handle escalated customer inquiries and ensure timely and effective resolution.
Support and mentor junior team members to maintain consistent service quality.
Accurately document all customer interactions and resolutions.
Identify recurring issues and recommend improvements in processes and workflows.
Ensure adherence to SLAs, communication standards, and comp...