Analyst Correspondence

5 months ago

Pune, India PRGX Full time
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Job Title : – Analyst– Correspondence

Purpose of the role :

This is to be the first line contact for all support related queries (non-technical) that arise out of the ongoing vendor correspondence management operations. 

The majority of work involves responding to emails through a ticketing system sent by customers (both clients and suppliers) who have questions or disputes with respect to claims raised on them.

Apart from responding through emails, the operations analyst would require auditing skills to analysis, research and then communicate information effectively and precisely to vendor

Responsibilities will also include working with the customer to track, record, and document help desk requests and issues in ticketing system.

Primary responsibilities :

· Provide support on email to diagnose and resolve problems while providing end user assistance.

· Escalate support requests to the concerned person as necessary following established procedures

· Research and analyze each issue and resolve the issue with the user. Continue to build up your knowledge base so that more and more situations are resolved within the Level 1 support organization

· Establish and manage a close working relationship with service owner, 2nd level support, 3rd level support

· Address and resolve basic incidents and requests; logs all incidents and requests; engage appropriate service resources to resolve incidents that are beyond the scope of Level 1 ability or responsibility

· Manage L1 support priorities, complete tasks within given time frame and with the expected level of quality

· Build and manage stakeholders’ trust and provide single point-of-contact for the customer

· Auditing supplier submitted documents and writing comprehensive comments and recommendations based on audit findings

· Must be well versed with professional language and ethics as vendor communication is sensitive and critical.

Role Requirement :

· Excellent command of the  English language  with strong written and verbal communication skills and will be able to communicate effectively across all levels and stakeholders. 

· Assure 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

· Team up with others for problem and incident resolution

· Incident tracking & resolution

· Act as a team player, actively share 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 task 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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