Analyst

Analyst – International Voice - Customer Operations 

India - Chandigarh | Full-time (FT) | Customer Operations | Job ID_
Shift Timings – Night Shift |Management Level – Analyst

Specialism – Customer Care
 

We are looking to add to our talent pool an Analyst – International Voice with 0-3 years of experience. This role will be part of Customer Operations – Voice process wherein preferred candidate will be taking Outbound/Inbound calls from overseas customers and solving their queries.

The ideal candidate must possess strong communication skills, with an ability to listen and comprehend information and share it with all the key stakeholders, highlighting opportunities for improvement and concerns, if any. He/she must be able to work collaboratively with teams to execute tasks within defined timeframes while maintaining high quality standards and superior service levels. The ability to take proactive actions and willingness to take up responsibility beyond the assigned work area is a plus.

Analyst – International Voice Operations – Customer Care – Customer Operations Responsibilities
 

• Review customer service notes
• Check status of services on account in diagnostic tools
• Take appropriate steps to resolve customer's problems
• Troubleshoot technical issues related to customer’s services
• Communicate effectively and close the loop with clients in case of observations
• Update status in internal as well as client tools
• Meet process expectations with high quality standards and adherence to SLAs
• Graduate either Fresher/Experienced OR Undergraduate with a minimum of 1 year of experience 
• Good communication and interpersonal skills
• Ability to quickly and efficiently assimilate process knowledge
• Professional in conduct/behaviour, appearance and communication
• Understanding of web technology and cable setup
• Reliability in terms of attendance and timing
• Flexible for 24x7 shifts
• Should not have any commitments – part time courses, tuitions, etc. that hamper work performance

Minimum Qualifications

Preferred Qualifications

• Basic knowledge of excel
• Experience in troubleshooting related process
• Ability to analyse information and evaluate results to choose the best solution and solve problems
• Good documentation skills

Analyst – International Voice Operations – Customer Care – Customer Operations Responsibilities
 

• Review customer service notes
• Check status of services on account in diagnostic tools
• Take appropriate steps to resolve customer's problems
• Troubleshoot technical issues related to customer’s services
• Communicate effectively and close the loop with clients in case of observations
• Update status in internal as well as client tools
• Meet process expectations with high quality standards and adherence to SLAs
• Graduate either Fresher/Experienced OR Undergraduate with a minimum of 1 year of experience 
• Good communication and interpersonal skills
• Ability to quickly and efficiently assimilate process knowledge
• Professional in conduct/behaviour, appearance and communication
• Understanding of web technology and cable setup
• Reliability in terms of attendance and timing
• Flexible for 24x7 shifts
• Should not have any commitments – part time courses, tuitions, etc. that hamper work performance

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.