EClerx jobs - Customer Operations Analyst- Non-Voice CHAT

Customer Operations Analyst- Non-Voice CHAT

EClerx
experience 1 to 3 Years
salary Salary not disclosed
qualification
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Posted: 4 Years ago
Views: 4
Applications: 1
Openings: 1

Job Description

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


Job Particulars

Role Others
Who can applyExperienced (1 to 3 Years)
Hiring Process Face to Face Interview
Employment TypeFull Time
Job Id171317
Job Category 1 to 3 Yr Exp
StateMaharashtra
Country India

About Company

eClerx provides critical business operations services to over fifty global Fortune 500 clients, including some of the world’s leading companies across financial services, cable &  telecom, retail, fashion, media & entertainment, manufacturing, travel & leisure, software and high-tech.  Incorporated in 2000, eClerx is one of India’s leading process management and data analytics companies and is today traded on both the Bombay and National Stock Exchanges of India. eClerx employs 9,000 people across its global sites in the US, UK, India, Italy, Germany, Singapore and Thailand.
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