Analyst - Customer Care
Logistics, Sales & Operations · Sales & Business Development · Customer Success · Customer Support
In short
Analyst - Customer Care plays a vital role in ensuring the smooth operation and maintenance of voice communication systems. This position focuses on monitoring, troubleshooting, and providing technical support while delivering exceptional customer service. The Analyst will engage with customers to resolve issues effectively and contribute to overall customer satisfaction.
Responsibilities
- Respond to inbound customer queries and make outbound calls to resolve requests.
- Provide technical support and resolve voice-related issues using troubleshooting techniques.
- Maintain active communication with customers, addressing service issues and providing updates.
- Create and maintain documentation on voice processes and generate reports on system performance.
- Collaborate with team members to support and train colleagues, ensuring adherence to SLAs.
Requirements
- Strong understanding of customer service principles and practices.
- Proficiency in voice communication systems and troubleshooting techniques.
- Excellent written and verbal communication skills.
- Familiarity with customer satisfaction metrics, including NPS.
- Outcome-oriented mindset with a focus on achieving project goals.
Desired Qualifications
- Certification in Customer Service or related fields is optional but valuable.
- Relevant training in voice communication systems is recommended.
Benefits
- Supercharge your potential at HCLTech.
- Find your career and spark.
- A place that puts its people first.
- Work for a global technology company with a broad portfolio of technology services and products.
- Work with clients across all major verticals.
#Customer Care#Voice Communication#Technical Support#Customer Satisfaction
Company
HCLTech
Job Posted
3 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Associate
Locations
India
Applicants
Be an early applicant