Customer Support Analyst - Chat Process

Analyst

Description

 Analyst – Chat Process

Pune | Full-time (FT) | Customer Operations

 Shift Timings –  Night shift |Management Level –Analyst | Travel Requirements – NA

The ideal candidate must possess strong communication skills, with an ability to quickly and efficiently assimilate process knowledge, good team player with analytical skills and high energy levels ready to work in flexible shift timings, developing constructive and cooperative working relationships with others, and maintaining them over time Keeping up-to-date with the process knowledge identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

Analyst Roles and Responsibilities:

• Assisting the regular and routine customer queries regarding Products and services of the client via Chat
• Ensure that appropriate steps were taken to resolve customers' problems and providing feedback accordingly
• Refer unresolved customer grievances to designated departments for further investigation
• To meet process expectations with high quality standards and adherence to SLA’s
• Professional in conduct/behavior, appearance and communication
• Contributes to team effort by accomplishing related results as needed

Technical and Functional Skills:

• Computer literate with the ability to learn customer service 
• Software applications.
• Basic Knowledge of Hardware (modems, Routers and Troubleshooting)
• Good Customer Handling Skills
• Needs to have the ability to adapt to perpetual changes as per Business requirements.
• Ability to work in teams
• Flexible for 24X7 Shifts
• Should not have any commitments – part time courses, tuitions, etc. that hamper work performance
• Knowledge of excel
• Experience in Troubleshooting related process
• Experience in Chat process
• Experience in cable or telecom industry – Dish TV/Tata Sky/ AT & T
• Ability of analyzing information and evaluating results to choose the best solution and solve problems
• Good documentation Skills