Customer Contact Comms Analyst-Voice
Designation: Customer Contact Comms Analyst
Qualifications:Any Graduation
Years of Experience:3 to 5 years
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What would you do? Customer Service Analyst will provide the knowledge, expertise and guidance to manage the process and people efficiently. To ensure 100% accuracy in all the resolutions provided by the helpdesk. The Analyst is expected to answer all process related queries raised by Customer service Associate and the end user. Voice involves managing and optimizing voice communication systems within an organization. This role includes overseeing phone systems, VoIP services, and other voice technologies. It also involves ensuring reliable and clear communication, troubleshooting issues, and implementing upgrades. The goal is to maintain efficient and effective voice communication for the organization. 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? • Any graduate from Govt. recognized universities • 2 + years preferred with similar background • Versant score of 58 • Prior international BPO work experience preferred • Strong Customer Service and communication skills (both written & verbal). • Ability to work in a fast paced, confidential, time sensitive environment and have excellent organizational and follow up skills. Prior call center experience a plus • Technically sound with the ability to navigate multiple systems to research, track and resolve issues. Ability to troubleshoot technologies available to users. • Possess strong problem solving, conflict resolution and decision-making skills. High sense of urgency required. Ability to handle difficult situations with professionalism and sensitivity. • Flexible to work night/rotational shifts and weekends. • Ability to speak English fluently. Working Hours: Rotational shift hours.
Roles and Responsibilities: • Manage and Inspire Team Results • Manage schedule adherence (For Self and Team) (Call boards, CUIC reports and Phone) • Partner with Supervisor to provide Performance/Quality related counseling and coaching when appropriate to ensure Zero Escalations / Errors • Perform RCA on service issues / complaints • Assist in handling customer calls when calls are in queue. • Identify training needs for team and individuals through monitoring, escalations and desk reviews. • Work with Supervisors to develop specific job aides as needs arise. • Provide floor Support • Report results to management • Maintain BE related documents for the team • Manage escalation calls • Will need to be working on calls/emails as and when needed • Recognize and reward positive behavior, results, etc. • Motivate and inspire continuous improvements • Comfortable with Microsoft Office tools (Word, Excel, PowerPoint, outlook) • Excellent verbal and written communication skills
Bengaluru
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