Customer Service Analyst - Voice Process

Mumbai| Full-time (FT) | Customer Operations

Shift Timings – Night Shift |Management Level – A| Travel Requirements - NA

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.

Analyst Role and responsibilities:

 Interaction with Techs in field to provide them real time support

 Checking status of services on account in diagnostic tools

 Ensure to take appropriate steps to resolve customer's problems

 Troubleshooting of technical issues related to customer’s services Tier 1.5 support

 Communicate effectively and close looping with client in case of observations

 Updating status in internal as well as client tools

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

 Candidate shall adhere to the information security requirements

 Keep a track of all technicians with regards to the jobs assigned to them

 Call up customers in case of any delays or to confirm appointments

 Answer inbound calls from technicians and/or customers

 Provision equipment’s on customers’ accounts once the technician has installed them

 Audit work orders for accuracy and make corrections if required

 Check for signal levels on all equipment and certify jobs as completed

 Call up technicians to verify their status if they are taking longer on the job

 Call up customers one hour prior to their appointment window end time to confirm the

technician visit time

 Call up customers to verify if they are home or not and take another appointment in case of

customers being away

 Add equipment to account in case there is any work order error or if the customer decided to

switch some equipment

 Coordinate with technicians and re-assign jobs if some technicians are unable to make it to their

appointment

 Reschedule jobs based on available schedule of customers and technicians

 Ensure customer satisfaction by understanding their needs and customizing the solution

 Coordinate with DOJ/DOI team in case of any issues with regards to provisioning or adding

equipment

 Fill up the completion report and share with the APM/PM on a daily basis

 Collate and share information for all appointments that are cancelled

Technical and Functional Skills:

 Good communication and interpersonal skills

 Ability to quickly and efficiently assimilate process knowledge

 Good at problem solving and root cause analysis

 Professional in conduct/behavior, appearance and communication

 Understanding of web technology and cable setup

 Ability of analyzing information and evaluating results to choose the best solution and solve problems

 Needs to have ability to adapt to perpetual changes as per Business requirement.

 Must be reliable in terms of attendance and timing

 Flexible for 24X7 Shifts (Night shifts)

 Basic Knowledge of excel

 Experience in Troubleshooting related process

 Experience in cable or telecom industry

 Ability to analyze information and evaluate results to choose the best solution and solve problems

 Ability to multi-task – For Ex: take notes while on the call etc.