Analyst
- eClerx
- 0 - 2 years
- Pune
- 10 days ago
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Job Description
Analyst Chat Process
Pune | Full-time (FT) | Customer Operations
Shift Timings Night shift |Management Level Analyst | Travel Requirements NA
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 SLAs
- 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
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success AssociateEmployement Type: Full timeContact Details:
Company: eClerxLocation(s): Pune
Keyskills: project management chat process analytical business requirements customer service business analysis business development part time excel operations chat quality standards strong communication skills troubleshooting investigation communication skills
eClerx
eClerx Services Ltd, one of the first Knowledge Process firms listed in India (Bombay Stock Exchange: ECLERX), provides diverse and complex data analytics and customized process solutions to global enterprise Clients from our multiple India-based delivery centers. eClerx drives our Clients’ ...
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