eClerx

Data analytics and BPM outsourcing services

Analyst

Customer SupportConfirmed live in the last 24 hours

Full-timePune, Maharashtra, IndiaNo salary listedIn-person

About the Job

Requirements

Strong communication skills and the ability to quickly assimilate process knowledge.
Ability to develop constructive and cooperative working relationships and maintain them over time.
Computer literacy and ability to learn customer service software applications.
Basic knowledge of hardware, including modems and routers, and troubleshooting.
Verbal and written communication skills, including comprehension.
Customer handling skills.
Ability to adapt to ongoing changes based on business requirements.
Ability to work in teams.
Flexibility to work 24×7 shifts.
No commitments such as part-time courses or tutoring that would hamper work performance.
Knowledge of Excel.
Experience in troubleshooting-related processes and chat processes.
Experience in the cable or telecom industry, such as Dish TV, Tata Sky, or AT&T.
Ability to analyze information and evaluate results to choose an appropriate solution and solve problems.
Documentation skills.

Responsibilities

Assist with routine customer queries about client products and services via chat.
Take appropriate steps to resolve customer problems and provide feedback.
Refer unresolved customer grievances to designated departments for further investigation.
Meet process expectations while maintaining high quality standards and adhering to service-level agreements.
Maintain professional conduct, behavior, appearance, and communication.
Contribute to team efforts by accomplishing related tasks.
Keep process knowledge up to date.
Identify others’ developmental needs and coach, mentor, or otherwise help them improve their knowledge or skills.

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 Communication Skills – Verbal & Written(Comprehension)
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

eClerx provides critical business operations services to over fifty global Fortune 500 clients, including some of the world’s leading companies across financial services, cable & telecom, retail, fashion, media & entertainment, manufacturing, travel & leisure, software, and high-tech. Incorporated in 2000, eClerx is one of India’s leading process management and data analytics companies and is today traded on both the Bombay and National Stock Exchanges of India. eClerx employs 11000-plus people across its global sites in the US, UK, India, Italy, Germany, Singapore, Thailand.

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.

eClerx

Analyst

About the Job

Requirements

Responsibilities

About the Company

eClerx

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