The ideal candidate must possess strong communication skills, with an ability to quickly and efficiently assimilate process knowledge, good team player with analytical skills and high energy levels ready to work in flexible shift timings, developing constructive and cooperative working relationships with others, and maintaining them over time Keeping up-to-date with the process knowledge identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
Analyst Roles and Responsibilities:
- Assisting the regular and routine customer queries regarding Products and services of the client via Chat
- Ensure that appropriate steps were taken to resolve customers' problems and providing feedback accordingly
- Refer unresolved customer grievances to designated departments for further investigation
- To meet process expectations with high quality standards and adherence to SLA’s
- Professional in conduct/behavior, appearance and communication
- Contributes to team effort by accomplishing related results as needed
Technical and Functional Skills:
- Computer literate with the ability to learn customer service
- Software applications.
- Basic Knowledge of Hardware (modems, Routers and Troubleshooting)
- Good Customer Handling Skills
- Needs to have the ability to adapt to perpetual changes as per Business requirements.
- Ability to work in teams
- Flexible for 24X7 Shifts
- Should not have any commitments – part time courses, tuitions, etc. that hamper work performance
- Knowledge of excel
- Experience in Troubleshooting related process
- Experience in Chat process
- Experience in cable or telecom industry – Dish TV/Tata Sky/ AT & T
- Ability of analyzing information and evaluating results to choose the best solution and solve problems
- Good documentation Skills
About the Team
eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.
eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.
Skills Required
- Strong communication skills
- Ability to quickly learn and assimilate process knowledge
- Computer literacy and ability to learn customer service software applications
- Knowledge of Microsoft Excel
- Basic hardware knowledge (modems, routers) and troubleshooting
- Experience in troubleshooting-related processes
- Experience in chat process handling
- Experience in cable or telecom industry (Dish TV/Tata Sky/AT&T)
- Good customer handling and documentation skills
- Ability to analyze information and choose best solutions
- Ability to work in teams and coach/mentor others
- Willingness and availability for flexible 24x7 shifts; no conflicting commitments
- Adaptability to changing business requirements
eClerx LLC Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about eClerx LLC and has not been reviewed or approved by eClerx LLC.
-
Healthcare Strength — Feedback suggests U.S. employees have access to medical, dental, and vision coverage, with HSA/FSA options and life insurance included. An Employee Assistance Program also appears in the public benefits profile supporting wellbeing.
-
Retirement Support — Feedback suggests a 401(k) is part of the U.S. package, with some mentions of an employer match. Retirement provision is consistently cited across company profiles and listings.
-
Leave & Time Off Breadth — Feedback suggests paid holidays, sick leave, and PTO are part of the offering, alongside parental leave. Parental leave is also highlighted in public benefits profiles.
eClerx LLC Insights
What We Do
eClerx provides business process management, automation and analytics services to a number of Fortune 2000 enterprises, including some of the world's leading financial services, communications, retail, fashion, media & entertainment, manufacturing, travel & leisure, and technology companies. Incorporated in 2000, eClerx is today traded on both the Bombay and National Stock Exchanges of India. The firm employs 16,000+ people across Australia, Canada, Germany, India, Italy, Netherlands, Philippines, Singapore, Thailand, UK, and the USA.
