IND Customer Care - Intent Analyst English 6790

At Continuum Global Solutions our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We will empower and support our employees to reach unimaginable heights while growing our business to make a global impact. Our

cando culture works together to make the ordinary exceptional.

Do you have a strong command and understanding of English language Are you one that AIMS HIGHER. REACHES FARTHER to achieve your targets Can you ACT BOLD.BE PASSIONATE with a problemsolving mindset Can you BE ONE. HELP MANY in a way that provides a positive experience Do you want to BE DIFFERENT.BE YOU and LEARN MORE.TAKE ACTION

JOIN OUR TEAM TODAY!

Job Summary

We are hiring Customer Care Intent Analyst (English) for our office in Indore India who will listen to clippings of live US call intents from customers calling into an IVR system. These customers will need to be routed to the appropriate workflow to meet and resolve their needs which may involve payments complaints changes and cancellations. This fulltime position offers paid training health benefits opportunity for professional growth and many more employer perks.

Position: This positionrequires one to work OnsiteHybrid

Onsite Address: 3F Brilliant Platina Plot No.8 Sch. No.78 Indore India Madhya Pradesh.

Role Reports into: Supervisor

Job Responsibilities:

• Analyze voice clippings of live customers and routing to them to the appropriate workflowfor their intent.
• Enter data & caller queries/concerns by inputting alphabetic/ numeric information into interface/database accurately.
• Develops understanding on client applications. Based on intent should be able to route calls. Working on Clients CRM tool.
• Understand the operating workflows in areas such as payments complaints changes & cancellations
• Deliver on fast & accurate response times when analyzing customer intents and assigning to workflows.
• Achieve quality targets with respect to daily audits that meet service level agreements.
• Should be able to maintain decent performance against the defined Key Performance Indicator (KPI) such as Accuracy Response Time and Time out.
• Navigate through multiple computer applications with speed & accuracy.

Additional Requirements: Job Knowledge Skills and Qualifications:

• 18 years of age with a minimum of a High School Diploma/GED/ Secondary School GCSE
• Entrylevel job with little or no prior relevant work experience customer facing experience a preferred.
• High level of English proficiency speak read write & understand the language.

• Capable of working well under pressure and meeting strict deadlines
• Strong attention to detail & exceptional level of accuracy
• Customer focused personality & a desire to help people.
• High computer proficiency & overall technical knowledge
• Willing to work 24/7 shifts including weekends holidays & US operating hours Mostly nights

• Able to clear the client test/lessons in training.
• Must pass computer literacy & typing test.
• Clear background

Benefits and Perks:

• Competitive pay based on experience performancebased incentives!
• Night shift allowance
• Overtime allowance dependent on business needs
• Fun work environment seasonal festivals Bonanza
• Stable fulltime employment

• Paid training
• Company paid health & life insurance benefits
• Opportunity for professional development

About Continuum Global Solutions LLC

Continuum Global Solutions partners with top companies around the world to deliver customer care services through its global network of contact centers. Our global Fortune 500 clients rely on our vast expertise in customer care management to improve their customers experience. Continuum customer care and call center solutions leverage worldclass voice chat email and social technologies. More than 11000 employees serve toptier clients across multiple industry verticals. Additional information on Continuum and our services can be found on our website.

Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race color creed religion ancestry national origin age gender identity sex marital status sexual orientation disability military/veteran status citizenship status genetic information or any other characteristic protected by applicable federal state or local laws.

Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl email address addition our representatives will never ask for any form of payment from a candidate or new hire. Please report suspicious activity to .