Intent Analyst - Customer Care Non-Voice - French

Job Description for the Position of: French - Intent Analyst
Associate III 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 French and 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
As an Intent Analyst (French) listening to short call clippings or Utterances of live US/Canadian customers calling live 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.

Position: This position requires one to work Onsite
Onsite Address: 3F, Brilliant Platina, Plot No.8, Sch. No.78, Indore, India, Madhya Pradesh.
Role Reports into: Supervisor

Job Responsibilities:

• Analyze French and English Utterances (Short call clippings) of live customers and route them to the appropriate workflow.
• Enter data & caller queries/concerns by inputting alphabetic/ numeric information into interface/database accurately.
• Develop an understanding of client applications. Based on intent, should be able to route calls, Work on Clients CRM tool.
• Understand the operating workflows in areas such as payments, complaints, and cancellations.
• Adhering to the business defined Response Time while analyzing customer intents and assigning to workflows.
• Achieve quality targets with respect to daily audits in line with the service level agreements.
• Navigate through multiple computer applications with speed & accuracy. Should be able to maintain good performance against the defined Key Performance Indicator (KPI) such as Accuracy, Response Time, and Time out.

Additional Requirements: Job Knowledge, Skills, and Qualifications:

• 18+ years of age with a minimum of a High School Diploma/ Secondary School
• French Language Certification – Proficiency B1 and above
• Entry-level job with little or no prior relevant work experience, customer facing experience preferred.
• High level of English and French language proficiency – Spoken, Written and Comprehension
• 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 supporting 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:

This full-time position offers paid training, health benefits, opportunity for professional growth, and many more employer 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
• The company paid health & life insurance benefits.
• Opportunity for professional development