老虎国际Customer Service Associate

Operations Purpose: We cultivate relationships with our customers to establish our brand and expand our business. We add value and consistently deliver exceptional customer experiences, enabling investors to be successful. We are accountable, collaborative, and innovative. Role Purpose: As a Client Service Associate, your role is crucial in delivering high-quality support to our clients and ensuring that their questions and requests are handled efficiently and professionally. While your main focus is delivering excellent customer service, you’ll also be encouraged to suggest ways we can improve our processes. You’ll understand the importance of working well with others and take a proactive approach to building good relationships across the team. Responsibilities: · Provide consistently excellent client service through phone, email, chat. · Communicate with clients to understand their needs and expectations · Build relationships with clients based on trust and respect · Collaborate with internal departments to ensure that clients’ needs are fulfilled effectively · Address clients’ complaints and ensure their resolution promptly · Ensure the timely delivery of products or services to the clients · Upsell or cross-sell products and services and achieve business objectives, as required · Ensure that all client requests are processed in a timely and accurate manner. · Manage client relationships and maintain a high level of customer satisfaction.

• Direct supervisor of a team of associates in which you are responsible for coaching, engagement, communication, developing talent, driving results, performance management, and innovation. • Apply a balanced coaching style based on the individual and situation; use a question-based approach when coaching to influence and motivate. • Manage individual associate performance goals as defined by leadership. Leverage disciplinary processes to manage associate performance accordingly. • Review key business metrics throughout the day; proactively escalate systemic issues and/or implement corrective action plans when required. • Tailor messages depending on the individual or team; focus on communicating critical information / key points when delivering a message; explain tasks and procedures clearly. • Achieve and exceed specific metrics as outlined by operational units; take ownership and be accountable for the customer experience. • Be the pulse of the business; actively observe barriers to compliance, productivity, and quality, and escalate for resolution. • Drive business based projects as assigned by leadership. • Commit to a flexible work schedule based on customer and associate need. Flexibility is expected and required. [Examples: nights, weekends, holidays]

• Direct supervisor of a team of associates in which you are responsible for coaching, engagement, communication, developing talent, driving results, performance management, and innovation. • Apply a balanced coaching style based on the individual and situation; use a question-based approach when coaching to influence and motivate. • Manage individual associate performance goals as defined by leadership. Leverage disciplinary processes to manage associate performance accordingly. • Review key business metrics throughout the day; proactively escalate systemic issues and/or implement corrective action plans when required. • Tailor messages depending on the individual or team; focus on communicating critical information / key points when delivering a message; explain tasks and procedures clearly. • Achieve and exceed specific metrics as outlined by operational units; take ownership and be accountable for the customer experience. • Be the pulse of the business; actively observe barriers to compliance, productivity, and quality, and escalate for resolution. • Drive business based projects as assigned by leadership. • Commit to a flexible work schedule based on customer and associate need. Flexibility is expected and required. [Examples: nights, weekends, holidays]

- Executing the transaction quality measurement framework for SPS associates serving multiple geographies and channels. - Audit in a professional, ethical, and objective manner of contacts to ensure adherence to quality audit standards. - Accurately execute auditing tasks in a timely manner to meet programmatic and operational needs. - Display decision making aptitude based on audit guidelines and in ambiguous contexts. - Identify root cause of defects and process improvement opportunities to enhance process efficiency, quality and Seller experience. - Participate in calibrations and calibrate to quality outcomes. - Ability to analyze and identify patterns in large data sets.