Senior Analyst - Customer Service (5-8 Yrs) Bangalore (After-Sales/Customer Service)

Designation : Customer Service Senior AnalystQualifications : Any GraduationYears of Experience : 5 to 8 yearsSkill required : Omnichannel - Customer ServiceWhat would you do?- You will be aligned with our Customer Support vertical and help us in managing/resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.
-Looking for a candidate who is good in communication and has good knowledge on metrics of Customer Support - Customer service refers to the assistance and support provided by a business or organization to its customers before, during, and after a purchase or use of a product or service. It involves addressing inquiries, resolving issues, and ensuring customer satisfaction to build and maintain positive relationships.What are we looking for? - Proactive and inquisitive candidate required with clear and precise communication, written and oral skills - Market knowledge of US Wireless and Telecom domain would be preferred - Domain knowledge of International Voice process - Analytical skills are also required with an eye for detail - Job requires the candidate to be assertive or influence people, probe for responses and empathize with customers - Proven experience in achieving targets against budget - Team Building - Ability to coach, connect and motivate team members - Clearly defines problems. Considers all the facts and alternatives available. Is willing to make firm and speedy decisions. Demonstrates objectivity and high quality in decision-making - Ability to work with basic quality tool like RCA, CAPA, pareto, box plots etc.
-Ability to establish facts and develop conclusions and recommendations following detailed assessment and analysis - Ability to make, communicate and deploy decisions related to people and processes and to control, monitor and evaluate the effectiveness of the decisions implemented - Ability to make tough and timely decisions on task and people - International Voice Experience - US Telecom Experience would be desirable Roles and Responsibilities : - Communicate with client customers via voice to help resolve the issues being faced - Access the company s internal systems to obtain and extract order information and provide customer service management with the data for inclusion in various scheduled and special reports - Initiate required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments - Adapts effectively to changing plans and priorities - Is able to follow a collaborative approach with people at different levels or working style - Demonstrates ownership for goals. Drives himself and others to achieve desired results.
-Reviews and monitors progress with course correction to ensure success. Constantly raises the bar after each achievement - Manage team expectations and project SLAs - Monitor knowledge sharing and retention within the team - Coordinate with supervisor and manager to provide day to day insights - Share with supervisor and manager performance trends of the team and agree on next steps - Handling customer escalations or providing resolutions which require higher level of authorization- Any Graduation (ref:updazz.com)

Payroll Type : Permanent