COO at Rao Career Solutions Pvt Ltd.
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Senior Analyst - Customer Service (5-8 yrs)
Designation : Customer Service Senior Analyst
Qualifications : Any Graduation
Years of Experience : 5 to 8 years
Skill required : Omnichannel - Customer Service
What would you do?
- You will be aligned with our Customer Support vertical and help us in managing/resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.
- Looking for a candidate who is good in communication and has good knowledge on metrics of Customer Support
- Customer service refers to the assistance and support provided by a business or organization to its customers before, during, and after a purchase or use of a product or service. It involves addressing inquiries, resolving issues, and ensuring customer satisfaction to build and maintain positive relationships.
What are we looking for?
- Proactive and inquisitive candidate required with clear and precise communication, written and oral skills
- Market knowledge of US Wireless and Telecom domain would be preferred
- Domain knowledge of International Voice process
- Analytical skills are also required with an eye for detail
- Job requires the candidate to be assertive or influence people, probe for responses and empathize with customers
- Proven experience in achieving targets against budget
- Team Building - Ability to coach, connect and motivate team members
- Clearly defines problems. Considers all the facts and alternatives available. Is willing to make firm and speedy decisions. Demonstrates objectivity and high quality in decision-making
- Ability to work with basic quality tool like RCA, CAPA, pareto, box plots etc.
- Ability to establish facts and develop conclusions and recommendations following detailed assessment and analysis
- Ability to make, communicate and deploy decisions related to people and processes and to control, monitor and evaluate the effectiveness of the decisions implemented
- Ability to make tough and timely decisions on task and people
- International Voice Experience
- US Telecom Experience would be desirable
Roles and Responsibilities :
- Communicate with client customers via voice to help resolve the issues being faced
- Access the company's internal systems to obtain and extract order information and provide customer service management with the data for inclusion in various scheduled and special reports
- Initiate required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments
- Adapts effectively to changing plans and priorities
- Is able to follow a collaborative approach with people at different levels or working style
- Demonstrates ownership for goals. Drives himself and others to achieve desired results.
- Reviews and monitors progress with course correction to ensure success. Constantly raises the bar after each achievement
- Manage team expectations and project SLAs
- Monitor knowledge sharing and retention within the team
- Coordinate with supervisor and manager to provide day to day insights
- Share with supervisor and manager performance trends of the team and agree on next steps
- Handling customer escalations or providing resolutions which require higher level of authorization
- Any Graduation