Analyst

About the Role

This role is for an Analyst - International Voice within Customer Operations at eClerx. The position is full-time and involves taking Outbound/Inbound calls from overseas customers to solve their queries. The work is based in Pune, India, and requires adherence to US Shift timings.

Key Responsibilities

• Review customer service notes
• Check status of services on account in diagnostic tools
• Take appropriate steps to resolve customer problems
• Troubleshoot technical issues related to customer's services
• Communicate effectively and close the loop with clients regarding observations
• Update status in internal and client tools
• Meet process expectations with high quality standards and adherence to SLAs

Requirements & Tech Stack

• Graduate (Fresher/Experienced) OR Undergraduate with a minimum of 1 year of experience
• Good internet connectivity at home
• 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
• Strong communication skills, with an ability to listen, comprehend information, and share it with key stakeholders, highlighting opportunities for improvement and concerns
• Ability to work collaboratively with teams to execute tasks within defined timeframes while maintaining high quality standards and superior service levels
• Ability to take proactive actions and willingness to take up responsibility beyond the assigned work area is a plus.

Preferred Qualifications

• Basic knowledge of Excel
• Experience in troubleshooting related processes
• Ability to analyze information and evaluate results to choose the best solution and solve problems
• Good documentation skills