Posted:1 day ago|
Platform:
On-site
Full Time
Job Title: Spanish Voice Senior Analyst
Department: Customer Support / BPO Operations
Location: Chandigarh
Work Type: Full-Time (Voice Process)
Shift: Rotational Night Shifts Only
Job Summary:
We are seeking a Spanish Voice Senior Analyst to join our customer service team in a dynamic BPO environment. The role involves handling inbound/outbound customer calls in Spanish, understanding their concerns, and providing effective resolutions. The ideal candidate should be fluent in Spanish (both verbal and written), possess excellent problem-solving skills, and have prior experience in customer support or voice-based roles.
Key Responsibilities:
· Answer inbound customer calls in Spanish promptly and professionally.
· Identify customer issues, provide accurate information, and resolve queries effectively.
· Document all customer interactions in the system with clarity and accuracy.
· Escalate complex issues to the appropriate internal teams and ensure timely resolution.
· Maintain high levels of customer satisfaction by providing excellent service and empathy.
· Meet and exceed performance metrics like call quality, resolution time, and customer feedback.
· Adhere to company policies, security guidelines, and process standards.
· Provide mentoring or support to junior team members when needed.
Requirements:
· Proficiency in Spanish (B2 and above level preferred).
· Good communication skills in English for internal communication.
· Experience in a BPO voice process will be a value add.
· Strong listening, problem-solving, and interpersonal skills.
· Ability to handle high call volumes and work in a fast-paced environment.
· Flexibility to work in rotational shifts, including weekends and holidays.
Graduate in any discipline; language certifications in Spanish are a plus.
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