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Customer Service Analyst - Voice Process

Customer Service Analyst - Voice Process

eClerx

0 - 3 years

2 - 6 Lacs

mumbai

Posted:None| Platform:

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Skills Required

inbound calls inbound customer service voice process troubleshooting project management information security workforce management problem management root cause analysis change management real time analysis incident management wfm itil

Work Mode

Work from Office

Job Type

Full Time

Job Description

Customer Operations

Shift Timings Night Shift|Management Level A| Travel Requirements - NA

The ideal candidate must possess strong communication skills, with an ability to listen and comprehend information and share it with all the key stakeholders, highlighting opportunities for improvement and concerns, if any. He/she must be able to work collaboratively with teams to execute tasks within defined timeframes while maintaining high-quality standards and superior service levels. The ability to take proactive actions and willingness to take up responsibility beyond the assigned work area is a plus.

Analyst Role and responsibilities:

Interaction with Techs in field to provide them real time support
Checking status of services on account in diagnostic tools
Ensure to take appropriate steps to resolve customer's problems
Troubleshooting of technical issues related to customers services Tier 1.5 support
Communicate effectively and close looping with client in case of observations
Updating status in internal as well as client tools
Meet process expectations with high quality standards and adherence to SLAs
Candidate shall adhere to the information security requirements
Keep a track of all technicians with regards to the jobs assigned to them
Call up customers in case of any delays or to confirm appointments
Answer inbound calls from technicians and/or customers
Provision equipments on customers accounts once the technician has installed them
Audit work orders for accuracy and make corrections if required
Check for signal levels on all equipment and certify jobs as completed
Call up technicians to verify their status if they are taking longer on the job
Call up customers one hour prior to their appointment window end time to confirm the technician visit time
Call up customers to verify if they are home or not and take another appointment in case of customers being away
Add equipment to account in case there is any work order error or if the customer decided to switch some equipment
Coordinate with technicians and re-assign jobs if some technicians are unable to make it to their appointment
Reschedule jobs based on available schedule of customers and technicians
Ensure customer satisfaction by understanding their needs and customizing the solution
Coordinate with DOJ/DOI team in case of any issues with regards to provisioning or adding equipment
Fill up the completion report and share with the APM/PM on a daily basis
Collate and share information for all appointments that are cancelled

Technical and Functional Skills:

Good communication and interpersonal skills
Ability to quickly and efficiently assimilate process knowledge
Good at problem solving and root cause analysis
Professional in conduct/behavior, appearance and communication
Understanding of web technology and cable setup
Needs to have ability to adapt to perpetual changes as per Business requirement.
Must be reliable in terms of attendance and timing
Flexible for 24X7 Shifts (Night shifts)
Ability to multi-task For Ex: take notes while on the call etc.
Ability of analyzing information and evaluating results to choose the best solution and solve problems
Basic Knowledge of excel
Experience in Troubleshooting related process
Experience in cable or telecom industry
Ability to analyze information and evaluate results to choose the best solution and solve problems.

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Customer Service Analyst - Voice Process