Sr. Analyst - International Voice Process - Chennai - GO/JC/604/2025

Job Title:

Essential Functions/Core Responsibilities

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Maintain basic knowledge of client products and/or services
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance
• Offer additional products and/or services
• Track, document and retrieve information in call tracking database
  

Skills Required

• INBOUND & OUTBOUND VOICE
• INBOUND CALL
• INTERNATIONAL VOICE PROCESS
• INTERNATIONAL VOICE PROCESS
• CHAT PROCESS
• TROUBLESHOOTING IN CISCO