Customer Service Analyst

Profile Summary:

In this role, you will be responsible for taking calls in a timely and accurate manner as per the client specific

standard operating procedures. The Customer Service Specialist works with the process SME and Operations Manager to identify issues, and opportunities for improvement and recommends solutions. The Customer Service Specialist should be able to perform rule-based transactions with simple calculations. If needed this role may be leveraged across multiple clients.

ESSENTIAL DUTIES and RESPONSIBILITIES:

• Ensure timely and accurate service delivery as per client standards
• Ensure consistent productivity & and accuracy performance as per team requirements
• Prompt response to queries from Internal or External stakeholders
• Taking ownership of reporting work in the process
• Review and suggest updates for Standard Operating Procedures
• Escalate non-compliance issues of process/procedures as per protocol Identify, share, support, and implement operational improvements
• Ensure compliance to all the reports
• Inbound Calling/ International Voice Process (B2B or B2C)
• Maintain all documentation/tracking in the applications up to date for the processes
• Must adhere to Login schedule and Organizational Policies.
• Must be ready to Work from Office on all 5 days
• Responsible for call Audits, efficient in onshore connects/Communication
• Develops training material and documentation for global support in the ongoing environment.

SKILLS AND QUALIFICATIONS:

• Graduate in any stream
• More than 1+ years of relevant experience in International Voice Process (B2B).
• Good written & verbal communication skills
• Ability to work 24*7 shift timings
• Proficient in computer applications including Excel & Word