Senior Analyst

3 weeks ago

Chandigarh, India eClerx Full time

Job Title: Spanish Voice Senior Analyst Department: Customer Support / BPO Operations Location: Chandigarh Work Type: Full-Time (Voice Process) Shift: Rotational Night Shifts Only Job Summary: We are seeking a Spanish Voice Senior Analyst to join our customer service team in a dynamic BPO environment. The role involves handling inbound/outbound customer calls in Spanish, understanding their concerns, and providing effective resolutions. The ideal candidate should be fluent in Spanish (both verbal and written), possess excellent problem-solving skills, and have prior experience in customer support or voice-based roles. Key Responsibilities: Answer inbound customer calls in Spanish promptly and professionally. Identify customer issues, provide accurate information, and resolve queries effectively. Document all customer interactions in the system with clarity and accuracy. Escalate complex issues to the appropriate internal teams and ensure timely resolution. Maintain high levels of customer satisfaction by providing excellent service and empathy. Meet and exceed performance metrics like call quality, resolution time, and customer feedback. Adhere to company policies, security guidelines, and process standards. Provide mentoring or support to junior team members when needed. Requirements: Proficiency in Spanish (B2 and above level preferred). Good communication skills in English for internal communication. Experience in a BPO voice process will be a value add. Strong listening, problem-solving, and interpersonal skills. Ability to handle high call volumes and work in a fast-paced environment. Flexibility to work in rotational shifts, including weekends and holidays. Graduate in any discipline; language certifications in Spanish are a plus.

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