Analyst

Job Description

Analyst Roles and Responsibilities:



Assisting the regular and routine customer queries regarding Products and services of the client via Chat
Ensure that appropriate steps were taken to resolve customers' problems and providing feedback accordingly
Refer unresolved customer grievances to designated departments for further investigation
To meet process expectations with high quality standards and adherence to SLA’s
Professional in conduct/behavior, appearance and communication
Contributes to team effort by accomplishing related results as needed


Technical and Functional Skills:



Computer literate with the ability to learn customer service
Software applications.
Basic Knowledge of Hardware (modems, Routers and Troubleshooting)
Good Customer Handling Skills
Needs to have the ability to adapt to perpetual changes as per Business requirements.
Ability to work in teams
Flexible for 24X7 Shifts
Should not have any commitments – part time courses, tuitions, etc. that hamper work performance
Knowledge of excel
Experience in Troubleshooting related process
Experience in Chat process
Experience in cable or telecom industry – Dish TV/Tata Sky/ AT & T
Ability of analyzing information and evaluating results to choose the best solution and solve problems
Good documentation Skills