Job Description:

Support clients on a national level through the provision of exceptional customer service in an inbound queue environment. The Customer Service Associate plays a key role in fulfilling client service requests and acting as a liaison between departments to ensure seamless communication, timely resolution, and an outstanding customer experience.

This role is part of our 24/7 service operation, which means flexibility is essential. The successful candidate must be flexible to work rotating shifts, including evenings, weekends, and holidays, in line with business needs.

What You’ll Deliver

Customer Experience Excellence

• Support and promote ContactPoint 360’s productivity and service level goals by responding to all customer inquiries in a timely, accurate, and professional manner.
• Handle a high volume of inbound calls, emails, chats, and web requests while maintaining exceptional quality and empathy.
• Log, update, and track all customer interactions and service requests in the CRM system or client-specific platforms.
• Communicate relevant information to internal departments using multiple tools including phone, email, ticketing systems, and CRM platforms.
• Proactively engage with clients to resolve service-related inquiries and concerns.
• Identify recurring or trending customer issues and notify the appropriate department or supervisor for analysis and improvement.
• Coordinate and document special client requests and ensure timely follow-up and closure.
• Assist with generating and compiling reports (weekly or as needed) by accessing CRM and operational data to provide accurate information for decision-making and performance tracking.
• Collaborate with team members and cross-functional departments to achieve service goals and client satisfaction targets.
• Identify and escalate priority or urgent issues to the appropriate department or point of contact.
• Exercise discretion and confidentiality in handling sensitive client and company information, ensuring data accuracy and security at all times.

Operational Support

• Address client or user inquiries related to web and application use, ensuring prompt and courteous responses via email, chat, or web forms.
• Provide first-contact resolution for app- or system-related concerns whenever possible, following troubleshooting guides and process documentation.
• Provide answers to clients by identifying problems; researching answers; guiding clients through corrective steps to resolve the problem for Apps.
• Escalate problems as required to the appropriate teams.

What You Bring

• Language proficiency in English (spoken and written).
• At least 2 years of customer service or contact centre experience, ideally in a BPO or shared services environment.
• Strong computer literacy and the ability to learn new systems quickly.
• Experience with CRM software (Salesforce or similar) is an asset.
• Excellent multitasking, problem-solving, and analytical thinking skills.
• Outstanding verbal and written communication with a focus on empathy and professionalism.
• Flexibility to work rotating shifts from 7am to 12am.

What Makes You Successful

• You genuinely enjoy helping others and solving problems.
• You adapt quickly to change and remain calm under pressure.
• You collaborate well with others while also working independently.
• You embrace feedback as part of your growth and development.

Why Join ContactPoint 360?

At ContactPoint 360, we’re redefining customer experience through innovation, empathy, and technology. We believe every interaction is an opportunity to build trust and deliver excellence.

Here’s what you can expect:

• A supportive and inclusive culture where your voice matters.
• Opportunities to work with global brands and expand your skills.
• Ongoing training, mentorship, and career growth programs.
• Competitive pay and benefits designed to promote work-life balance.

We’re more than a contact centre — we’re a community that empowers people to connect, grow, and make an impact.

At ContactPoint360, we are relentlessly focused on delivering exceptional customer experiences. As the fastest-growing BPO on the planet, with over 5,000 teammates across 10 global locations, we combine cutting-edge technology with innovative strategies to help our clients succeed. Our approach is simple: obsess over customers, think long-term, and build a team of smart, driven professionals who thrive in a high-growth, high-impact environment. We’re not just a service provider—we’re a partner in driving real results. ContactPoint360 is where innovation, execution, and customer obsession meet.

We are one of the fastest-growing BPOs in the world, and our secret is simple: it’s our people. We invest in our people and develop them into future leaders. Did you know 50% of ContactPoint360’s leaders were promoted from within? Our CEO’s journey, starting as a phone agent, reflects our commitment to genuine care for our people—it’s in our DNA.

Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren’t just welcomed—they’re essential.

Our Purpose:

Our goal is to create the best human experience, ensure the highest client satisfaction, and transform clients’ customers into loyal advocates for life.

Check out our YouTube video: https://youtu.be/AsPjX-5uyQQ