Customer Service Senior Analyst

Skill required: Omnichannel - Customer Service


Designation: Customer Service Senior Analyst


Qualifications:Any Graduation


Years of Experience:5 to 8 years


What would you do?
You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s. Looking for a candidate who is good in communication and has good knowledge on metrics of Customer Support Customer service refers to the assistance and support provided by a business or organization to its customers before, during, and after a purchase or use of a product or service. It involves addressing inquiries, resolving issues, and ensuring customer satisfaction to build and maintain positive relationships.


What are we looking for?

Proactive and inquisitive candidate required with clear and precise communication, written and oral skills

Market knowledge of US Wireless and Telecom domain would be preferred

Domain knowledge of International Voice process

Analytical skills are also required with an eye for detail

Job requires the candidate to be assertive or influence people, probe for responses and empathize with customers

Team Building - Ability to coach, connect and motivate team members as well as groom Team Leads

AI Orientation along with functional knowledge of analytical tools would be preferred

Six Sigma and quality tools knowledge/certification would be desired

International Voice Experience

US Telecom Experience would be desirable

Roles and Responsibilities:

Manage team expectations and project SLAs

Monitor knowledge sharing and retention within the team

Ability to create and implement action plan for improvement across KPI's

Ability to manage BQ/Outlier performance

Mentor and groom Team leads and frontline advisors to take additional responsibilities

Be part of client reviews and provide performance trends and next steps

Encourage Value Adds not only for client but also for the organization. Grooms key individuals in the team through coaching

Develop strategies for continuous improvement, identify projects and mentor them (Changes to improve Customer Experience)

Handling customer escalations or providing resolutions which require higher level of authorization

Take prompt, sound and independent decisions while resolving customer issues and need

Communicates with the team in a timely manner (skip levels, appreciation etc)

Planning & Executing Employee Engagement & Fun Activities

Maintain effective employee relations at all levels

Conducts town hall meetings and focuses on the needs of employees

Identify Training needs for the floor

Deciding on ways to control attrition for the process

Conducting regular 1:1s

Works in collaboration with the Quality / Work force planning, Training & HR teams

 
Qualifications 
Any Graduation