We are seeking a skilled and adaptable Customer Support Associate to join our blended process team. The ideal candidate will handle both voice (calls) and non-voice (chat, email, or data entry) tasks to provide exceptional support to our clients/customers.

Key Responsibilities:

• Handle inbound and outbound calls professionally to resolve customer issues or provide information.
• Respond to emails, live chats, or social media messages promptly and accurately.
• Record and update customer interactions in CRM or ticketing systems.
• Troubleshoot product or service issues and provide timely solutions.
• Escalate complex issues to the appropriate team or supervisor when needed.
• Meet performance metrics such as AHT (Average Handling Time), FCR (First Call Resolution), and CSAT (Customer Satisfaction).
• Maintain high standards of professionalism and empathy in every interaction.
• Work in a rotational shift environment, including weekends or holidays if required.
• Multitask between voice and non-voice channels as needed.

Block Inc. (formerly known as Square Inc.) is a U.S.-based financial technology company that provides payment solutions, point-of-sale (POS) systems, and related financial services to merchants and individuals.

In a BPO (Business Process Outsourcing) environment, managing "cash-up accounts" for Block Inc. would typically involve daily reconciliation and reporting of cash and electronic payments processed through Block's systems (e.g., Square POS terminals).

"Block Inc cash-up account in BPO" refers to the outsourced financial process of reconciling and reporting daily transactions processed via Block Inc.'s (Square’s) payment systems, ensuring accurate records, identifying discrepancies, and generating reports, typically managed by a BPO service provider.

• At least SHS Graduate
• Experience - 2 years and up
• CSVAR B2
• Written Versant (any scores - non-bearing)

SOB: 20,000