Business Analyst Correspondence

4 weeks ago


Pune, Maharashtra, India PRGX Global, Inc Full time
Job Title: Analyst Correspondence

Purpose of the Role:

This position serves as the primary point of contact for all non-technical support-related queries arising from vendor correspondence management operations.

The primary responsibilities include responding to customer inquiries and resolving issues through a ticketing system, as well as auditing and analyzing information to communicate effectively with vendors.

Key Responsibilities:

  • Provide support via email to diagnose and resolve problems while offering end-user assistance.
  • Evaluate and escalate support requests to the relevant personnel following established procedures.
  • Analyze each issue, resolve it with the user, and continually expand knowledge to resolve more situations within the Level 1 support organization.
  • Establish and maintain a close working relationship with service owners, 2nd level support, and 3rd level support.
  • Address and resolve basic incidents and requests, log all incidents and requests, and engage appropriate service resources to resolve incidents beyond Level 1's scope or responsibility.
  • Manage L1 support priorities, complete tasks within the given timeframe, and meet the expected level of quality.
  • Build and maintain stakeholders' trust and serve as a single point of contact for customers.
  • Audit supplier-submitted documents and write comprehensive comments and recommendations based on audit findings.
  • Ensure proficiency in professional language and ethics, as vendor communication is sensitive and critical.

Requirements:

  • Excellent command of the English and German languages, with strong written and verbal communication skills, and the ability to communicate effectively across all levels and stakeholders.
  • Ensure quality of service is delivered within the expected SLA and KPI.
  • Strong problem-solving skills.
  • Contribute to the overall performance and success of the service.
  • Collaborate with others for problem and incident resolution.
  • Incident tracking and resolution.
  • Act as a team player, actively sharing knowledge across the team.

Education Qualification:

  • B.com, BA (with German language Specialization) (Exclude – BE/ B.Tech, Technical (Grad and Post Grad))
  • German language certification, Advanced Diploma from Pune University (or equivalent courses–from Goethe Institute (MMB), etc.)
  • German language proficiency level of B2. C1 or C2 would be highly preferred.

Professional Requirement:

  • 1 - 2 years of experience (Freshers with Distinction can also apply)
  • Experience in customer support role will be an added advantage
  • Some exposure to Accounts Payables desired, but not mandatory

Shifts:

  • Should be open to work and complete tasks irrespective of shift.

Behavioral Competency:

  • Good Communication skills - written and verbal
  • Ability to work under pressure and with supervision
  • Problem sensitivity
  • Adhere to Company policies
  • Active learning
  • Attention to detail
  • Ownership - Responsibility & Initiative
  • Ability to Priorities and organize own workload to ensure deadlines are met
  • Enthusiastic, Dynamic, Flexible & Committed with the ability to focus on the big issues while not losing sight of the detail

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