Analyst

Role Overview: As a Sr. Analyst in the International Voice Process, your main responsibility will be to provide customer service support through inbound calls, outbound calls, or online channels to address routine problems related to client products or services. Your role will involve resolving issues efficiently while meeting contractual Key Performance Indicators (KPIs) and understanding customer requirements. Additionally, you will be expected to utilize decision-support tools for resolution and maintain basic knowledge of client offerings. Building rapport with customers, showing empathy, and recommending additional products and services will also be part of your daily tasks. Key Responsibilities: - Ensure service delivery meets contractual Key Performance Indicators (KPIs) - Understand and address customer requirements effectively - Utilize decision-support tools for issue resolution - Maintain basic knowledge of client offerings - Listen to customer needs, show empathy, and build rapport - Offer additional products and services to customers Qualification Required: - Skills in INBOUND & OUTBOUND VOICE, INBOUND CALL, INTERNATIONAL VOICE PROCESS, CHAT PROCESS, and TROUBLESHOOTING IN CISCO - Graduation qualification - Full-time, permanent position in the ITES/BPO/KPO industry Additional Details: N/A,