eClerx

Chat Process Analyst- Imm. joiners-Pune location

eClerx
Not Disclosed
0-2 Years Full Time
IN

Vacancy: Not Disclosed Posted: 1 year ago Applicants: 2
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Job Description

HR contact details:-

HR contact name- Amit Dasila

"Kindly apply to this job post if your profile is suitable, as the matching resumes would be considered."

Job Title - Chat Process Analyst
India- Pune, Maharashtra | Full-time (FT) | Customer Operations | Job ID _

Shift Timings: Flexible (24*7) | Management Level Analyst | Travel Requirements - NA

Specialism Customer Operations

Note: "The candidate should be Fully Vaccinated"

About the Role

This role will be an essential part of the Chat Program in the Customer Operations Vertical.

Candidate must have good communication and interpersonal skills. He/she should have the ability to quickly and efficiently assimilate process knowledge and be good at problem solving and root cause analysis. They must be professional in conduct/behaviour, appearance and communication. An understanding of web technology and cable setup is necessary. They must possess the ability to analyse information and evaluate results to choose the best solution and solve problems. He/she needs to have the ability to adapt to perpetual changes as per business needs and reliability in terms of attendance and timing is necessary.

Those who have a basic knowledge of excel, are experienced in troubleshooting related process, have an experience in cable or telecom industry, have the ability to analyse information and evaluate results to choose the best solution and solve problems and have the ability to multi-task are preferred.

The candidate must have the ability to listen, comprehend information, and communicate effectively. Sharing work related information with all the key stake holders and highlighting opportunities for improvement/concerns, if any. They must be able to work collaboratively with a group of people in order to achieve team goals and be able to execute tasks within defined timeframes while maintaining high quality standards and superior service levels. They must also have the ability to take proactive actions and willingness to take up responsibility beyond the assigned work area.

Chat Process: Analyst Responsibilities

- Interaction with Techs in the field to provide them with real time support

- Checking status of services on account in diagnostic tools

- Ensure to take appropriate steps to resolve customer's problems

- Troubleshooting of technical issues related to customers services Tier 1.5 support

- Communicate effectively and close looping with client in case of observations

- Updating status in internal as well as client tools

- Meet process expectations with high quality standards and adherence to SLAs

- Candidate shall adhere to the information security requirements

Chat Process: Analyst Activities

- Keep a track of all technicians with regards to the jobs assigned to them

- Call up customers in case of any delays or to confirm appointments

- Answer inbound calls from technicians and/or customers

- Provision equipments on customers accounts once the technician has installed them

- Audit work orders for accuracy and make corrections if required

- Check for signal levels on all equipment and certify jobs as completed

- Call up technicians to verify their status if they are taking longer on the job

- Call up customers one hour prior to their appointment window end time to confirm the technician visit time

- Call up customers to verify if they are home or not and take another appointment in case of customers being away

- Add equipment to account in case there is any work order error or if the customer decided to switch some equipment

- Coordinate with technicians and re-assign jobs if some technicians are unable to make it to their appointment

- Reschedule jobs based on available schedule of customers and technicians

- Ensure customer satisfaction by understanding their needs and customizing the solution

- Coordinate with DOJ/DOI team in case of any issues with regards to provisioning or adding equipment

- Fill up the completion report and share with the APM/PM on a daily basis

- Collate and share information for all appointments that are cancelled

Minimum Qualifications

- Any Graduate or (Undergraduate with minimum 6 months) of experience can apply for this post (B.E, B.Tech, M.E, M.tech, MSc., B.Pharm, MBBS candidates are not eligible for this post )

Preferred Qualifications

- Basic knowledge of computer and/or telecom technology

eClerx provides critical business operations services to over fifty global Fortune 500 clients, including some of the worlds 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 Indias leading process management and data analytics companies and is today traded on both the Bombay and National Stock Exchanges of India. eClerx employs 9,500-plus people across its global sites in the US, UK, India, Italy, Germany, Singapore, Thailand.

eClerx Customer Operations uniquely improves customer experience and operational efficiencies by leveraging deep domain knowledge, advanced automation, and data analytics. We are leaders in quality monitoring and insights, digital care services, and advanced technical operations.

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.

Skills Required: BPO,Customer Service


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