Customer Operations-Analyst-Outbound Calling

Mumbai, Customer Operations

Analyst – International Voice

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

Shift Timings – Night Shift |Management Level – Analyst

Specialism – Customer Care

We are looking to add to our talent pool ‘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.

Analyst – International Voice 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

eClerx provides critical business operations services to over fifty global Fortune 500 clients, including some of the world’s leading companies across financial services, cable & telecom, retail, fashion, media & entertainment, manufacturing, travel & leisure, software, and high-tech. Incorporated in 2000, eClerx is one of India’s leading process management and data analytics companies and is today traded on both the Bombay and National Stock Exchanges of India. eClerx employs 12,000-plus people across its global sites in the US, UK, India, Italy, Germany, Singapore, Thailand.

eClerx Customer Operations specializes in providing operational expertise and process excellence throughout the customer journey. We create solutions and services, utilizing a blend of technology and domain knowledge that support our clients’ evolving needs. Our suite of offerings enhances the customer experience by providing digital care support, quality monitoring & insights, advanced analytics, automation, superior technical operations support, and consulting services. We assist companies in developing, implementing, and operating multichannel customer interaction capabilities – transforming everyday touchpoints into a superior customer experience.

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.