Customer Service Analyst-Voice Process- ONLY PERSON WITH DISABILITY

2 days ago

Mumbai, Maharashtra, India Jobs for Humanity Full time ₹ 2,50,000 - ₹ 5,00,000 per year
Company Description

Saira's Client

Job Description

Role and responsibilities:

  • Interaction with Techs in field to provide them real time support
  • Checking status of services on account in diagnostic tools
  • Ensure to take appropriate steps to resolve customer's problems
  • Troubleshooting of technical issues related to customer's services Tier 1.5 support
  • Communicate effectively and close looping with client in case of observations
  • Updating status in internal as well as client tools
  • Meet process expectations with high quality standards and adherence to SLAs
  • Candidate shall adhere to the information security requirements
  • Keep a track of all technicians with regards to the jobs assigned to them
  • Call up customers in case of any delays or to confirm appointments
  • Answer inbound calls from technicians and/or customers
  • Provision equipment's on customers' accounts once the technician has installed them
  • Audit work orders for accuracy and make corrections if required
  • Check for signal levels on all equipment and certify jobs as completed
  • Call up technicians to verify their status if they are taking longer on the job
  • Call up customers one hour prior to their appointment window end time to confirm the technician visit time
  • Call up customers to verify if they are home or not and take another appointment in case of customers being away
  • Add equipment to account in case there is any work order error or if the customer decided to switch some equipment
  • Coordinate with technicians and re-assign jobs if some technicians are unable to make it to their appointment
  • Reschedule jobs based on available schedule of customers and technicians
  • Ensure customer satisfaction by understanding their needs and customizing the solution
  • Coordinate with DOJ/DOI team in case of any issues with regards to provisioning or adding equipment
  • Fill up the completion report and share with the APM/PM on a daily basis
  • Collate and share information for all appointments that are cancelled

Technical and Functional Skills:

  • Good communication and interpersonal skills
  • Ability to quickly and efficiently assimilate process knowledge
  • Good at problem solving and root cause analysis
  • Professional in conduct/behavior, appearance and communication
  • Understanding of web technology and cable setup
  • Ability of analyzing information and evaluating results to choose the best solution and solve problems
  • Needs to have ability to adapt to perpetual changes as per Business requirement.
  • Must be reliable in terms of attendance and timing
  • Flexible for 24X7 Shifts (Night shifts)
  • Basic Knowledge of excel
  • Experience in Troubleshooting related process
  • Experience in cable or telecom industry
  • Ability to analyze information and evaluate results to choose the best solution and solve problems
  • Ability to multi-task – For Ex: take notes while on the call etc.
Additional Information

All your information will be kept confidential according to EEO guidelines.

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