Customer Service Analyst
- Avalara Technologies
- 2 - 7 years
- Pune
- 5 months ago
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Job Description
Company Name: Avalara India.
Company website: www.avalara.com
Job Title: Customer Service Analyst
Location: Viman Nagar, Pune
Department: Customer Support
Job Type: Full-Time (On-site)
Shift: Primarily as per US time zones
Transport provided for night shift Yes
No. of vacancies 15
HR Email ID = Ra**********h@av****a.com (Please email your resume)
About the Role:
We are seeking dedicated and articulate Customer Service Analysts to join our voice support team. This role involves directly engaging with customers based in the United States to resolve queries, provide product or service support, and deliver a seamless customer experience.
Key Responsibilities:
- Handle inbound and outbound voice calls from customers in the USA region.
- Respond to customer inquiries promptly, courteously, and professionally.
- Troubleshoot product/service-related issues and provide effective solutions.
- Document customer interactions accurately in the system.
- Escalate complex issues to the appropriate departments when needed.
- Maintain knowledge of company products, services, and internal tools.
- Meet or exceed performance targets including response time, resolution rate, and customer satisfaction scores.
Required Skills and Qualifications:
- Bachelors degree in any field is mandatory.
- 3-7 years of experience in a customer service or voice support role, preferably supporting US/UK clients.
- Excellent verbal communication skills with a neutral or American accent.
- Ability to multitask, prioritize, and manage time effectively.
- Proficient in using customer support systems and CRM tools.
- Strong problem-solving and interpersonal skills.
- Flexibility to work in rotating shifts, including night shifts and weekends (as per business needs).
Preferred Qualifications:
- Experience working in a BPO/KPO or global support environment.
- Familiarity with ticketing systems like Zendesk, Salesforce, or Freshdesk.
- Exposure to customer experience metrics like CSAT, FCR, and NPS.
Kindly Note - Only shortlisted applicants will be contacted.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer ServiceEmployement Type: Full timeContact Details:
Company: Avalara TechnologiesLocation(s): Pune
Keyskills: US Process Excellent Communication In English Voice Process MS Office International Voice Process Blended Process Advanced Excel Excel Sheet Email Process
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