Analyst - Customer Service

Analyst – Customer Service (T3)

The Analyst - Customer Service represents the Service Center which is responsible for delivering timely and accurate customer service through any/any/all the mediums i.e. on phone, web chat. The Customer Service Specialist post Go-Live/Certification is required to be an efficient communicator who is well versed with CS tools, domains, client plans and provisions. He/she reports to the assistant manager and may be aligned to one or multiple clients across various domains. She/he is required to effectively communicate complex client plans and provisions aimed at driving first call resolution. She/he is expected to provide effective solutions within the scope of defined client plans and provisions helping the participants make an informed decision. He/she will be required to adhere to Client Level & internal Service Level Agreements' and creates a positive participant experience through their knowledge, personal service, confidence building and timely resolution. This role may be leveraged across multiple teams.

Responsibilities

100% of production time to be spent logged in on calls

Answer calls with an approach to deliver positive customer satisfaction

Articulate complex client plans and provisions in a simplified and understandable manner helping participants make an informed decision

Maintain internal & client defined quality on calls

Understands and contributes positively in meeting client SLA's & targets

Adheres to Customer Service Attendance & Accountability policies

Ensures Customer Service Representative, Team & Client level targets (Customer Satisfaction, Service Level %, Average Handle Time, Session Time, Wait Time, Abandon Rate, Call back timeliness etc.) are met or exceeded consistently

Take complete ownership of self-learning & development

Ensuring proper documentation and follow-ups and follow SOP's

Helps in identifying issues, process delays, and quality problems and recommends solutions and executes

Work with leads to ensure delivery in accordance with standard operating procedures

Requirements

Graduate in listed discipline (BA, B.Com, BCA aggregate marks of >=55% ( No Gaps / Failure throughout Graduation)

Work Experience of 4 – 6 years for International Customer Service "Voice"

Prior Customer Service experience would be preferred

Excellent verbal and written communication skills with least grammatical errors

Basic computer operating skills required (MS- Office Applications)

Appropriate Typing speed to be able to efficiently manage documentation during/post interaction

Ability to work evening/night shifts

Good analytical skills & attention to detail