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
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
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.