Connecting Odds
HCLTech

Analyst - Customer Care

HCLTech
Rabat, Rabat, MoroccoPosted about 2 months agoDiscoveredMatch locked
Full-time

Job Summary

Analyst - CC 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 to enhance service reliability and performance while delivering exceptional customer service. The Analyst will engage with customers to resolve issues effectively and contribute to overall customer satisfaction.

Key Responsibilities

  1. Respond To Inbound Customer Queries And Make Outbound Calls To Resolve Customer Care Requests, Utilizing Strong Customer Service Skills And Knowledge Of Voice Communication Systems.
  1. Provide Technical Support And Assist In Resolving Voice-Related Issues By Applying Knowledge Of Troubleshooting Techniques And Best Practices In Customer Service.
  1. Maintain Active Communication With Customers To Address Service Issues And Provide Timely Updates, Ensuring A High Level Of Customer Satisfaction And A Positive Experience.
  1. Create And Maintain Documentation On Voice Processes, Including Generating Reports On System Performance And Issues To Support Continuous Improvement.
  1. Collaborate With Team Members To Support And Train Colleagues, Sharing Knowledge And Ensuring Adherence To Project Requirements And Service Level Agreements.

Skill Requirements

  1. Strong Understanding Of Customer Service Principles And Practices
  1. Proficiency In Voice Communication Systems And Troubleshooting Techniques
  1. Excellent Written And Verbal Communication Skills
  1. Familiarity With Customer Satisfaction Metrics, Including Nps
  1. Outcome-Oriented Mindset With A Focus On Achieving Project Goals

Other Requirements

  1. Certification In Customer Service Or Related Fields Is Optional But Valuable.
  1. Relevant Training In Voice Communication Systems Is Recommended

Not included in the source posting: about the role, benefits.

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