Eclerx is hiring for Customer Service Analyst
The job you are looking for is no longer available..- Company Name
- Eclerx
- Company Website
- https://eclerx.com/
- Job Role
- Customer Service Analyst
- Job Type
-
- Fresher
- Experienced
- Job Location
-
- Mumbai
- Skills
-
- Develops, troubleshoots, and debugs software programs
- Education
-
- Graduate
- Job will expire on
- 31 Jul 2023
Eligibility Criteria
- 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
- The ability to analyze information and evaluate results to choose the best solution and solve problems
- Needs to have the ability to adapt to perpetual changes as per Business requirements.
- 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 the 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.
Job Description
- Interaction with Techs in the field to provide them with real-time support
- Checking the 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 services Tier 1.5 support
- Communicate effectively and close the loop with the 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 track of all technicians with regard 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 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 are away
- Add equipment to the 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 the available schedule of customers and technicians
- Ensure customer satisfaction by understanding their needs and customizing the solution
- Coordinate with the DOJ/DOI team in case of any issues with regard to provisioning or adding equipment
- Fill up the complete report and share it with the APM/PM on a daily basis
- Collate and share information for all appointments that are canceled
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