Associate II - BPM

UST USource; Bayan Lepas; On-site; MYR 36,000 - 48,000; Full time

Job summary

A customer support solutions firm is seeking a Voice Associate in Penang, Malaysia. The ideal candidate will handle customer support calls efficiently and process data transactions accurately. Key responsibilities include ensuring adherence to service level agreements (SLAs) and guiding new team members. Applicants should have 2-5 years of relevant experience and excellent communication skills. This role demands a focus on quality and operational efficiency.

Qualifications

• Experience level: 2 to 5 years in relevant field.
• Ability to communicate effectively in English, both written and spoken.
• Willingness to collaborate and assist new team members.

Responsibilities

• Handle customer support calls and resolve issues.
• Process assigned transactions with adherence to quality standards.
• Provide guidance to new team members.

Skills

Customer Focus

Attention to detail

Team Work

Communication (Data)

Communication (Voice)

Typing speed

Analytical ability

Ability to follow SOPs

Willingness to learn

Tools

Microsoft Word

Microsoft Excel

Job description

Role Overview

A Voice Associate should under very minimal guidance be able to take customer support calls effectively and efficiently following the SOPs to complete the process, endeavour to resolve the issue, or escalate to a more knowledgeable person in alignment with SLAs. A Data Associate should under very minimal guidance effectively and efficiently process the transactions assigned in a timely manner while maintaining quality output and data accuracy in alignment with SLAs.

Key Outcomes

• Service Level Agreement (SLAs) specified by the client in terms of quality, productivity and schedule should be managed to ensure 100% adherence.
• Data: Analyze information, enter and verify data following the SOP to ensure completion of the task.
• Voice: Respond to customer calls and make any updates or edits to workflow during after-call work as directed.
• Be aware of any client, processor or product updates and ensure 100% compliance with them.
• Assist other team members new to the process to ensure quick readiness of the team.
• Handle and manage higher complexity tasks.
• Analyze processes and propose ideas to automate them to increase operational efficiency.

Measures of Outcomes

• 100% Adherence to quality standards
• Adherence to turnaround time for response and resolution
• Completion of all mandatory training requirements
• 100% adherence to process and standards
• 100% adherence to SLAs where applicable
• Number of issues fixed and tasks completed
• Number of non‑compliance issues with respect to SOP
• Production readiness of new joiners within agreed timelines by providing guidance
• Zero or no client escalations

Outputs Expected

• Processing Data: Process transactions assigned as per SOPs.
• Handling Calls (Voice): Handle customer support calls, resolve issues, and complete after‑call work.
• Production: Take calls (voice) or process complex transactions (data).
• Quality: Perform quality control for transactions processed by associates if required.
• Reporting: Create reports, prepare spreadsheets of daily transactions, and perform data entry in software/tool; report status of tasks assigned while complying with project‑related reporting standards and process.
• Productivity: Complete tasks with zero errors, take steps to improve performance based on coaching, and monitor progress of requests for support while keeping users and stakeholders informed.
• Issue Resolution: Identify, analyze, and solve incidents/transactions; address any problems with the supervisor/QA to ensure maximum productivity and efficiency.
• Training: Attend one‑on‑one, need‑based domain/project/technical trainings as needed; complete all mandatory training requirements on time; provide floor training and one‑to‑one mentorship for new joiners.
• Escalation: Escalate problems to appropriate individuals and support team based on established guidelines and procedures.
• Manage Knowledge: Consume project‑related documents, SharePoint libraries, and client universities.
• Communication: Share status updates to the respective stakeholders and within the team.
• Collaboration: Collaborate with different delivery towers for quick resolution within SLA; document learnings for self‑reference; work with other team members for timely resolution of errors; assist new team members to understand the customer environment.
• Process Adherence: Have thorough understanding of organization and client‑defined processes, consult with mentor when in doubt, and adhere to defined processes, organization policies and business conduct.

Skill Examples

• Customer Focus: Prompt and efficient service, going out of the way to meet individual customer needs.
• Attention to detail: Ensuring SOPs are followed and mistakes are not knowingly made.
• Team Work: Respect others and work well within the team.
• Communication: Speak clearly and write in a clear, concise manner; use appropriate style and language for communication (Data).
• Communication: Speak in an accent‑neutral manner or with the accent required for the process, with good vocabulary and grammar skills; write clearly (Voice).
• Typing speed with 15 WPM and 80% accuracy.
• Make rule‑based decisions and judgments based on guidance from the lead.
• Analytical ability to understand the larger picture of customer issues.
• Ability to follow SOP documents and elevate within the SLA defined.
• Willingness and ability to learn new skills, domain knowledge, etc.
• Senior Process Associate Quality Auditor SME; Frontline resource – Voice/Backoffice Quality Auditors SME.

Knowledge Examples

• Familiar with Windows Operating Systems, Microsoft Word, Microsoft Excel.
• English comprehension – reading, writing and speaking.
• Domain knowledge based on process (healthcare, banking, investment, F&A, retail customer support, etc.).
• Fair understanding of customer infrastructure and ability to correlate failures.
• Familiarity with work allocation and intake functions.
• Experience level – 2 to 5 years.

Additional Comments

Role Proficiency: A Voice Associate should under very minimal guidance be able to take customer support calls effectively and efficiently following the SOPs to complete the process and endeavour to resolve the issue or escalate to a more knowledgeable person to resolve in alignment with SLAs.
A Data Associate should under very minimal guidance effectively and efficiently process the transactions assigned in a timely manner and ensure that quality of output and accuracy of information is maintained in alignment with SLAs. Outcomes: Acts under very minimal guidance to achieve the following: Service Level Agreement (SLAs) specified by the client in terms of quality productivity and schedule should be managed to ensure 100% adherence. Data: Analyze information, enter and verify data following the SOP to ensure completion of the task. Voice: Customer calls responses and any updates or edits to workflow based on after-call work should be performed as per directions. Be aware of any clients processor product updates and ensure 100% compliance towards the same. Proficient in the process and assist other team members who are new to the process to ensure quick readiness of the team. Able to handle and manage higher complexity tasks.

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