Customer Contact Comms Analyst-Voice

 About The Role  

Skill required: Omnichannel - Customer Communications

Designation: Customer Contact Comms Analyst

Qualifications:Any Graduation

Years of Experience:3 to 5 years
What would you do? We are seeking an Assistant Supervisor who embodies a customer-first mentality and thrives in a fast-paced, problem-solving environment. This role requires someone who can handle escalated customer concerns with empathy and efficiency while providing real-time support and coaching to customer service agents. The ideal candidate is a proactive problem solver, an exceptional communicator, and a mentor who inspires their team to deliver exceptional customer experiencesCandidate who is good in email and chat process, who is good in typing is what is preferred hereCustomer communications are interactions between customers and businesses using various channels spanning digital and in person touchpoints. Customer communications can happen over the phone, via text, over chat, or face to face.
What are we looking for? Banking, Financial ServicesWritten and verbal communicationZendeskADPOfficeGoogle SuiteCustomer Relationship Management softwareSlackDigital BankingProven experience in customer service, with at least 1-2 years in a leadership or supervisory roleStrong set of customer service skills including but not limited to empathy, de-escalation, active listening, patience, positive attitude, and attention to detailAbility to clarify and explain complex banking regulations/processes/timeframes to customersStrong problem-solving and conflict resolution skills, with the ability to handle high-pressure situations calmlyExcellent verbal and written language skills, with an emphasis on active listening and clear, professional responsesAbility to coach, mentor, and motivate a team while fostering a positive and collaborative work environmentA passion for helping both customers and team members succeedAbility to type a minimum of 35 words per minuteAbility to effectively navigate multiple systems at a time while assisting live customers

Roles and Responsibilities: ?Ensure every customer interaction is met with care, urgency, and a solutions-driven mindset.

Foster a customer-centric culture by coaching agents on empathy, active listening, and problem resolution.

Act as the primary point of contact for escalated customer concerns, resolving issues efficiently while maintaining customer satisfaction.

Utilize critical thinking and problem-solving skills to de-escalate situations and provide effective resolutions.

Monitor live interactions and step in as needed to assist agents in handling difficult inquiries.

Offer immediate feedback and guidance to improve agent performance and enhance customer satisfaction.

Conduct side-by-side coaching, call reviews, and training sessions to reinforce best practices?Support the team in achieving key performance indicators (KPIs) such as customer satisfaction (CSAT), first-call resolution (FCR), and response time.

Track and analyze team performance, identifying opportunities for process improvement and skill development.

Identify gaps in workflows and provide recommendations to enhance the customer experience and agent efficiency.

Collaborate with other departments, such as quality assurance, training, and operations, to drive continuous improvement initiatives.

Stay updated on company policies, product updates, and industry trends to better support both customers and agents.
 Qualification Any Graduation