Senior Analyst - International Voice Customer Operations

Senior Analyst

Description

Senior Analyst – International Voice - Customer Operations 

India - Chandigarh | Full-time (FT) | Customer Operations | Job ID_

Shift Timings – Night Shift |Management Level – Senior Analyst

Specialism – Customer Care

We are looking to add to our talent pool an Senior Analyst – International Voice with 0-3 years of experience. This role will be part of Customer Operations – Voice process wherein preferred candidate will be taking Outbound/Inbound calls from overseas customers and solving their queries.

The ideal candidate must possess strong communication skills, with an ability to listen and comprehend information and share it with all the key stakeholders, highlighting opportunities for improvement and concerns, if any. He/she must be able to work collaboratively with teams to execute tasks within defined timeframes while maintaining high quality standards and superior service levels. The ability to take proactive actions and willingness to take up responsibility beyond the assigned work area is a plus.

Senior Analyst – International Voice Operations – Customer Care – Customer Operations Responsibilities

• Review customer service notes

• Check status of services on account in diagnostic tools

• Take appropriate steps to resolve customer's problems

• Troubleshoot technical issues related to customer’s services

• Communicate effectively and close the loop with clients in case of observations

• Update status in internal as well as client tools

• Meet process expectations with high quality standards and adherence to SLAs

Minimum Qualifications

• Graduate either Fresher/Experienced OR Undergraduate with a minimum of 1 year of experience 

• Good communication and interpersonal skills

• Ability to quickly and efficiently assimilate process knowledge

• Professional in conduct/behaviour, appearance and communication

• Understanding of web technology and cable setup

• Reliability in terms of attendance and timing

• Flexible for 24x7 shifts

• Should not have any commitments – part time courses, tuitions, etc. that hamper work performance

Preferred Qualifications

• Basic knowledge of excel

• Experience in troubleshooting related process

• Ability to analyse information and evaluate results to choose the best solution and solve problems

• Good documentation skills