Senior Analyst

1 day ago

Chandigarh, Chandigarh, India eClerx Full time ₹ 4,00,000 - ₹ 12,00,000 per year
Description

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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