Asoc. III, CC, Trilingual Non-Voice - Intent Analyst(Dutch&English)

Job Summary

We are hiring Customer Care, Intent Analyst (DUTCH and 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 full-time position offers paid training, health benefits, opportunity for professional growth, and many more employer perks.

Position : This position requires one to work Onsite|Hybrid|Remote

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

Role Reports into : Supervisor

Job Responsibilities :

• Analyze voice clippings ( DUTCH ) of live customers and routing to them to the appropriate workflow, for 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 Client’s 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 :

Benefits and Perks :