Senior Process Associate - Customer Care

HCL Technologies Limited; Manila; On-site; PHP 390,600 - 535,680; Full time

Job summary

HCLTech is seeking a Senior Process Associate - Customer Care in Manila. The role focuses on handling complex calls, resolving escalated issues, and delivering high customer satisfaction as part of a quality-driven support team.

The candidate will monitor interactions, provide feedback, and mentor teammates, driving continuous process improvements and adherence to SLAs across customer care operations.

Qualifications

• Strong customer service principles and a service mindset.
• Excellent verbal and written communication for customers and peers.
• Ability to analyze issues and provide effective resolutions.
• Familiarity with performance metrics and SLAs.
• Adherence to company policies and confidentiality.

Responsibilities

• Handle complex inbound and outbound calls and resolve escalated issues.
• Follow escalation procedures to maintain high first-call resolution.
• Monitor call quality and coach team members to improve performance.
• Assist in training new team members and provide ongoing support.
• Lead initiatives to improve call handling processes and efficiency.

Skills

Customer service mindset

Communication skills

Issue analysis & resolution

SLA & KPI awareness

Policy adherence

Job description

Senior Process Associate - Customer Care Senior Process Associate - Customer Care Philippines Job Description Senior Process Associate - Customer Care Northern Manila District, Metro Manila

Job Summary

Senior Process Associate - CC plays a pivotal role in delivering exceptional customer service by managing complex calls and resolving escalated issues. This position is crucial for maintaining high levels of customer satisfaction and Net Promoter Score (NPS) while also contributing to team development through training and mentorship. The role emphasizes a service mindset and continuous process improvements, ensuring effective and quality customer interactions.

Key Responsibilities

• Handle Complex Inbound And Outbound Calls, Providing Expert Assistance And Resolving Escalated Customer Issues Using Effective Communication And Problem-Solving Skills.
• Follow Escalation Procedures For Issues Beyond Individual Control, Ensuring A High First-Call Resolution Rate And Effective Customer Support.
• Monitor And Ensure The Quality Of Customer Interactions, Providing Constructive Feedback And Coaching To Team Members To Enhance Their Performance.
• Assist In Training New Team Members And Offer Ongoing Support And Mentorship, Fostering A Collaborative And Growth-Oriented Team Environment.
• Lead Initiatives Focused On Enhancing Call Handling Processes And Improving Overall Customer Service Efficiency, Contributing To Better Customer Experiences.

Skill Requirements

• Proficiency In Customer Service Principles And Practices, Demonstrating A Strong Service Mindset.
• Excellent Verbal And Written Communication Skills, Ensuring Effective Interaction With Customers And Team Members.
• Ability To Analyze Customer Issues And Provide Resolutions, Showcasing Problem-Solving Capabilities.
• Familiarity With Performance Metrics And Slas, Contributing To Project Outcomes And Maintaining Quality Standards.
• Strong Adherence To Company Policies And Guidelines, Including Confidentiality And Ethical Conduct.

Other Requirements

• Optional But Valuable Certifications In Customer Service Excellence Or Related Fields Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.