Senior Process Executive-Voice

Job Description

On-site Full-time Entry level
Job Summary

We are seeking an Online Analyst – CM with 2 to 3 years of experience to join our dynamic team. The ideal candidate will have a strong background in customer service and proficiency in English. This role involves working from the office with rotational shifts. Experience in ISV and Hi-Tech domains is a plus.

Responsibilities

• Provide exceptional customer service by addressing client inquiries and resolving issues promptly.
• Monitor and analyze online customer interactions to identify trends and areas for improvement.
• Collaborate with cross-functional teams to enhance the customer experience and streamline processes.
• Utilize analytical tools to generate reports and insights on customer behavior and satisfaction.
• Maintain up-to-date knowledge of company products and services to effectively assist customers.
• Implement feedback mechanisms to gather customer insights and drive continuous improvement.
• Ensure timely and accurate documentation of customer interactions and resolutions.
• Assist in the development and execution of customer service strategies to meet organizational goals.
• Conduct regular training sessions to keep the team updated on best practices and new tools.
• Support the implementation of new technologies and systems to improve customer service efficiency.
• Participate in team meetings and contribute to the development of action plans for service enhancements.
• Track and report on key performance indicators to measure the effectiveness of customer service initiatives.
• Provide input on product development based on customer feedback and industry trends.

Qualifications

• Possess a minimum of 2 years of experience in customer service with a focus on online interactions.
• Demonstrate proficiency in English both spoken and written to effectively communicate with customers.
• Experience in ISV and Hi-Tech domains is highly desirable and will be considered a strong asset.
• Exhibit strong analytical skills to interpret customer data and generate actionable insights.
• Show excellent problem-solving abilities to address and resolve customer issues efficiently.
• Display strong interpersonal skills to collaborate with various teams and stakeholders.
• Demonstrate the ability to work in a fast-paced environment with rotational shifts.
• Possess a proactive attitude towards continuous learning and improvement.
• Exhibit strong organizational skills to manage multiple tasks and priorities effectively.
• Show proficiency in using customer service software and analytical tools.
• Demonstrate the ability to train and mentor team members on best practices.
• Possess a customer-centric mindset with a focus on delivering high-quality service.
• Show a strong commitment to achieving organizational goals and enhancing customer satisfaction