Customer Service Associate (Call-center)

GOAL: CS Associate is responsible for handling inbound calls from outsourced sales partners and customers. This role focuses on accurately capturing initial information, briefly summarizing inquiries, and transferring calls or requests to the appropriate departments or contact persons, ensuring smooth communication flow and a professional customer experience.

KEY RESPONISIBILITIES

Handle inbound calls from outsourced sales partners and clients/customers in a professional and courteous manner.

Listen carefully to callers inquiries, briefly summarize their requests or issues, and identify the appropriate department or contact person for further handling.

Transfer calls or relay information accurately and promptly to the relevant teams.

Record essential call details, including:

o Company / customer name

o Contact phone number

o Brief summary of the inquiry

o Date and time of the call

Update and maintain call logs and customer information in internal systems and tools (Excel, Google Sheets, CRM systems, memo tools, etc.).

Ensure accuracy, completeness, and timeliness of recorded information.

Provide administrative support related to call handling and customer data management when required.

REQUIREMENTS:

o Bachelor degree and above

o 3 years experience in product marketing, B2B marketing, fintech, merchant services, POS, or SaaS

o Prior experience in a call center, customer service, phone support, or related role.

o Experience working in a fast-paced, high-volume call environment is a plus.

o Familiarity with CRM systems or customer data management tools is an advantage.

o Clear, professional, and courteous phone communication skills.

o Pleasant voice, clear pronunciation, and strong listening skills.

o Ability to perform basic documentation and record-keeping using tools such as Excel, Google Sheets, and note-taking systems.

o Strong attention to detail and good organizational skills.

Soft Skills & Attributes

o Ability to work independently and manage multiple tasks efficiently.

o Customer-oriented mindset with a professional and positive attitude.

o Calm, patient, and adaptable in handling different types of inquiries.

Strong teamwork and communication skills.