BPO Call Center Senior Associate

Act as the first line of support for customer issues and service requests. Handle inbound customer calls, emails, and portal tickets, ensuring timely and professional communication. Accurately document all incidents and actions taken in the ticketing system. Perform basic troubleshooting for hardware (e.g., printers, tablets), software (mobile applications), and connectivity issues (Bluetooth, Wi-Fi). Follow scripted resolutions and standard operating procedures from the Knowledge Base. Resolve customer issues within defined SLAs (Service Level Agreements). Escalate unresolved issues to Level 2 or specialized technical teams with detailed documentation. Ensure high levels of customer satisfaction by providing friendly, efficient, and empathetic service. Participate in regular training sessions to stay updated on processes, tools, and technologies. Maintain confidentiality and comply with company data protection and security policies.