Senior Analyst - Customer Service (5-8 yrs)

Designation : Customer Service Senior Analyst

Qualifications : Any Graduation

Years of Experience : 5 to 8 years

Skill required : Omnichannel - Customer Service

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

- Any Graduation