Analyst - Voice

Pune, Customer Operations

Customer Operations-Analyst

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 quality monitoring/insights, advanced analytics, automation, superior technical operations support and digital care services.  We assist companies in developing, implementing and operating multichannel customer interaction capabilities – transforming everyday touchpoints into a superior customer experience.

What you’ll do:

  • Analyze and verify customer accounts as per available data
  • Assist with routine customer queries on products and services via chat
  • Take appropriate steps to resolve customer issues and provide feedback to prevent similar issues from occurring in the future
  • Troubleshoot technical issues related to customer’s services
  • Serve as a subject matter expert on clients business rules, customer interaction policies and support tools

Required Expertise:

  • Basic knowledge of hardware (Modems, Routers and Technical troubleshooting)
  • Excellent communication (Written and Verbal) and interpersonal skills
  • An analytical mindset with the ability to quickly assimilate process knowledge
  • Strong team player who exhibits patience as well as the  ability to help team members
  • Must be reliable in terms of attendance
  • Professional behavior, appearance, and communication skills
  • Basic knowledge of Excel and computer applications

Eligibility Requirements:

  • Graduate (Fresher/Experienced) / Undergraduate with minimum 6 months of work experience
  • Professional  behavior, appearance, and communication skills
  • Flexibility to work the  Night Shifts (rotational shifts, graveyard shifts)

Benefits: We acknowledge that great people make a great organization. At eClerx,

  • You’ll have access to technical and management training courses;
  • You’ll learn directly from industry SMEs (Subject Matter Experts); our team leads love to mentor
  • Lastly, you will have the opportunity to learn best practices across different clients, industries and domains

Employment Type: Full-Time

Is this role a commissionable/sales incentive based position? No

About eClerx:

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 9,000 people across its global sites in the US, UK, India, Italy, Germany, Singapore, Thailand.