Analyst, Customer Services

Bangalore - India

Monthly Salary: Not Disclosed

Posted on: 8 hours ago

Vacancies: 1 Vacancy

Job Summary

Overview:

TekWissen Group is a workforce management provider operating throughout India and several other countries worldwide. The client below is a leading technology company offering a range of IT solutions to businesses and organizations enabling them to transform their digital futures

Position: Analyst Customer Services

Location: Hyderabad

Duration: 6 Months

Job Type: Contract

Work Type: Onsite
Shift Timings: : 24x5 shifts (Rotational Shift post training)

Job Description:

Roles and Responsibilities:

Manage multiple high-priority deliverables within the professional services function.
Collaborate with teams to gather update and maintain accurate information.
Support project transitions and lead migration of projects between systems.
Perform data analysis to identify trends gaps and opportunities for improvement.
Conduct audits and provide guidance to junior team members.
Mentor and train new team members on operational deliverables.
Prepare and publish reports on team metrics to support business decision-making.

Essential Requirements

3 4 years of experience in operational support or similar roles.
Strong attention to detail with accuracy in processing transactions validating data and following checklists.
Clear oral and written communication skills for engaging with internal and external stakeholders.
Effective time management to consistently meet SLA and quality objectives.
Proficiency in MS Office applications especially Excel for data handling reporting and dashboards.
Adaptability to work in shifts and across different time zones.
Strong interpersonal skills to collaborate effectively in a team environment.
Problem-solving ability to identify issues in workflows and escalate/resolve appropriately.
Customer orientation with responsiveness to inquiries and focus on delivering a positive experience.

Desirable Requirements:

Experience working cross-culturally internationally and across multiple time zones.
Familiarity with CRM applications.
Strong analytical skills to interpret large datasets and generate insights for process improvement.
Flexibility and resilience to manage extended work hours during peak loads or project migrations.
Experience mentoring peers and contributing to team learning.

Mandatory Skills:

Decent Communication skill (Oral & Written)
Quick Learner / Attitude
Efficient / Proactive / Flexibility
Previous experience in CRM including experience not limited to hands-on with SAP and Salesforce for case handling and workflow updates.
Skilled in maintaining accurate records and completing end to end processes.
Strong experience in transaction processing and data management while handling high volume tasks like validation documentation and reconciliation.
Specialized in non-voice operational support including email processing CRM updates documentation handling and workflow monitoring. (only internal calls)
Experience in transitioning new activities including process mapping SOP creation knowledge transfer and stabilization of migrated tasks.
Well versed in BPO operational frameworks including SLA/KPI management productivity tracking quality checks and escalation handling i.e. efficiently in fast-paced BPO environments.

Experience:

Total Exp: 3-4 Years
Rel Exp: 3 years

TekWissen Group is an equal opportunity employer supporting workforce diversity.

Overview: TekWissen Group is a workforce management provider operating throughout India and several other countries worldwide. The client below is a leading technology company offering a range of IT solutions to businesses and organizations enabling them to transform their digital futures Po...