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

Proven experience in achieving targets against budget

Team Building - Ability to coach, connect and motivate team members

Clearly defines problems. Considers all the facts and alternatives available. Is willing to make firm and speedy decisions. Demonstrates objectivity and high quality in decision-making

Ability to work with basic quality tool like RCA, CAPA, pareto, box plots etc.

Ability to establish facts and develop conclusions and recommendations following detailed assessment and analysis

Ability to make, communicate and deploy decisions related to people and processes and to control, monitor and evaluate the effectiveness of the decisions implemented

Ability to make tough and timely decisions on task and people

International Voice Experience

US Telecom Experience would be desirable

Roles and Responsibilities:

Communicate with client customers via voice to help resolve the issues being faced

Access the company's internal systems to obtain and extract order information and provide customer service management with the data for inclusion in various scheduled and special reports

Initiate required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments

Adapts effectively to changing plans and priorities

Is able to follow a collaborative approach with people at different levels or working style

Demonstrates ownership for goals. Drives himself and others to achieve desired results.

Reviews and monitors progress with course correction to ensure success. Constantly raises the bar after each achievement

Manage team expectations and project SLAs

Monitor knowledge sharing and retention within the team

Coordinate with supervisor and manager to provide day to day insights

Share with supervisor and manager performance trends of the team and agree on next steps

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

 
Qualifications 
Any Graduation