Customer Operations – Analyst- Non-Voice (CHAT)
Location: Pune
Experience level: Min: 1.0 yrs To Max: 2.0 yrs
Department: Customer Operations
Country: India
State / Province: Maharashtra
City / Township: Pune
Employment Type: Full-Time
Eligibility Requirements:
- Graduate (New or experienced; Undergraduate with a minimum of six months’ work experience
- Flexibility to work night rotational and graveyard shifts
- (B.E, B.Tech, M.E, M.Tech candidate not eligible for this post)
Responsibilities:
- Analyse and verify customer accounts using available data
- Respond to customer queries about products and services via chat
- Check account service status using eClerx diagnostic tools
- Act proactively to resolve customer issues and provide feedback to prevent future reoccurrences Troubleshoot technical issues related to modems and routers and work cross-functionally as a customer advocate, communicate customer pain points and successes
- Apply subject matter expertise on clients business rules, customer interaction policies and support tools
- SUGGESTION: Work with customer service managers and team leads on agent quality, SLA, and KPI monitoring
- SUGGESTION: Identify process improvement opportunities or necessary process changes for better data collection
Required Expertise:
- Basic knowledge of hardware: modems; routers and technical troubleshooting
- High standard of professionalism; Excellent written and verbal communication skills
- Analytical mind-set with the ability to quickly assimilate process knowledge
- Strong team player able to assist team members
- Reliable attendance
- Strong understanding of web technologies and cable setup
- Basic knowledge of Excel and computer software applications like Ms Office
Benefits: We believe great people make a great organization. As an eClerx team member, you will benefit from:
- Access to technical and management training courses
- Learning from and interacting with industry Subject Matter Experts and team mentorship
- Opportunities to learn best practices across diverse clients, industries and domains