Intent Analyst - Customer Care Non-Voice

Job Description for the Position of: English - Intent Analyst
Associate II Customer Care

At Continuum Global Solutions, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We will empower and support our employees to reach unimaginable heights while growing our business to make a global impact. Our

can-do culture works together to make the ordinary exceptional.  

Do you have a strong command and understanding of English language?  Are you one that AIMS HIGHER. REACHES FARTHER to achieve your targets? Can you ACT BOLD.BE PASSIONATE with a problem-solving mindset?  Can you BE ONE. HELP MANY in a way that provides a positive experience? Do you want to BE DIFFERENT.BE YOU and LEARN MORE.TAKE ACTION?

JOIN OUR TEAM TODAY!  

Job Summary

We are hiring Customer Care, Intent Analyst (English) for our office in Indore, India who will listen to clippings of live US call intents from customers calling into an IVR system. These customers will need to be routed to the appropriate workflow to meet and resolve their needs which may involve payments, complaints, changes, and cancellations. This full-time position offers paid training, health benefits, opportunity for professional growth, and many more employer perks. 

Position: This position requires one to work Onsite|Hybrid

Onsite Address: 3F, Brilliant Platina, Plot No.8, Sch. No.78, Indore, India, Madhya Pradesh. 

Role Reports into: Supervisor

Job Responsibilities:  

• Analyze voice clippings of live customers and routing to them to the appropriate workflow, for their intent. 
• Enter data & caller queries/concerns by inputting alphabetic/ numeric information into interface/database accurately.
• Develops understanding on client applications. Based on intent, should be able to route calls. Working on Clients CRM tool. 
• Understand the operating workflows in areas such as payments, complaints, changes, & cancellations 
• Deliver on fast & accurate response times when analyzing customer intents and assigning to workflows. 
• Achieve quality targets with respect to daily audits that meet service level agreements.
• Should be able to maintain decent performance against the defined Key Performance Indicator (KPI) such as Accuracy, Response Time, and Time out. 
• Navigate through multiple computer applications with speed & accuracy.

Additional Requirements: Job Knowledge, Skills, and Qualifications:

• 18+ years of age with a minimum of a High School Diploma/GED/ Secondary School GCSE 
• Entry-level job with little or no prior relevant work experience, customer facing experience a preferred. 
• High level of English proficiency – speak, read, write, & understand the language. 
• Capable of working well under pressure and meeting strict deadlines 
• Strong attention to detail & exceptional level of accuracy 
• Customer focused personality & a desire to help people.  
• High computer proficiency & overall technical knowledge  
• Willing to work 24/7 shifts including weekends, holidays, & US operating hours – Mostly nights 
• Able to clear the client test/lessons in training. 
• Must pass computer literacy & typing test. 
• Clear background 

Benefits and Perks:

• Competitive pay based on experience + performance-based incentives!  
• Night shift allowance  
• Overtime allowance dependent on business needs 
• Fun work environment, seasonal festivals - Bonanza 
• Stable, full-time employment 
• Paid training 
• Company paid health & life insurance benefits 
• Opportunity for professional development