Analyst-Voice
HCLTech · Taguig
Job Summary
Responsible for delivering high-quality customer service by managing customer interactions across multiple channels, resolving inquiries efficiently, maintaining accurate documentation, and contributing insights to enhance customer experience and operational effectiveness
Key Responsibilities
Handle relatively complex customer inquiries and escalations across voice and non-voice channels; provide accurate product and order support; ensure adherence to process and quality requirements; document interactions and resolutions; support new team members with process guidance; identify service gaps and recommend improvements.
Skill Requirements
Advanced customer-handling and communication skills; active listening and empathy; strong process comprehension; problem-solving and de-escalation skills; accurate case documentation; ability to manage multiple priorities; working knowledge of quality and escalation procedures.