Analyst

About the Role

As an Inbound Voice Analyst for the US Voice Process with a focus on Sales and Upselling, your role is to deliver outstanding customer service to customers in the United States and sell products and services to increase revenue. You will be the first point of contact for customer inquiries, with the primary goal of addressing needs, answering questions, and capturing interest in purchasing products and services.

Key Responsibilities

• Answering incoming calls from customers in a professional and courteous manner.
• Listening actively to customers and asking probing questions to fully understand their needs and concerns.
• Providing accurate and timely information about products, services, pricing, and promotions, while actively seeking opportunities to upsell.
• Handling customer objections and concerns with empathy and professionalism, and working to address them to close the sale.
• Documenting all customer interactions and details of inquiries, issues, and sales in the company's CRM system.
• Meeting or exceeding individual and team sales targets.
• Upselling on every opportunity call.
• Maintaining a high level of knowledge about the company's products and services, as well as industry trends and best practices.

Requirements

• Excellent verbal and written communication skills in English.
• Previous experience in a customer service and sales role, preferably in a call center environment.
• Ability to multitask, prioritize, and manage time effectively.
• Strong problem-solving skills and the ability to think on your feet.
• Comfortable working in a fast-paced environment.
• Flexibility to work in rotational shifts, including evenings, weekends, and holidays.
• Familiarity with basic computer skills and knowledge of CRM systems.

Education

• Bachelor's degree in any field is preferred.

About eClerx

eClerx is a global leader in productized services, bringing together people, technology, and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics, and process management services. Since our inception in 2000, we've partnered with top companies across various industries. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.