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Customer Service Analyst

Customer Service Analyst

ConfidentialPune
22 days ago
Job description
  • Initial point of contact for all retail consumers regarding site experience concerns
  • Provide exceptional customer service to our customers and team members.
  • Leverage deep understanding of specific key account customers, processes / systems
  • Act as a customer concern point for any verbal or written form of enquiries from external / internal customers
  • Interact in a professional, , and efficient manner and call out relevant concerns
  • Retail marketing program information, policy and product fulfilment.
  • Retail site experience complaints, fuel quality claims, site locator etc.
  • Complaint resolution, identification, and management of complaint root causes.
  • Representatives are responsible for accurately creating tickets, promptly and efficiently obtaining critical information, and passing that information to the appropriate personnel.
  • Maintain a high level of proficiency with electronic systems and processes used to facilitate communications and requests, provide contact information, and call logs and contact response teams; these systems include telephone systems, other electronic data capture systems, the notification system, Microsoft Office, and basic Windows functionality.
  • Maintain and update knowledge documents critical to the operation of the Notification Centre; this includes call contact lists, business notification requirements, critical issue requirements and paths.
  • Must have the ability to figure out appropriate actions for new or unique incidents without scripted guidance.
  • Transfer knowledge at shift change to ensure handover of critical on-going incidents and tickets are handled efficiently and correctly.
  • Complete any special assignments such as data support for critical systems, system and activity documentation, knowledge base activities and other operational related assignments.
  • Engage in continual learning and education to ensure a high level of understanding about business operations, technology and Crisis Management / Emergency Response systems and capabilities.
  • Representatives must actively engage in continuous improvement in all activities
  • Education :

    • Graduate degree or equivalent experience
    • High-level computer knowledge in both hardware and software
    • Networking and general application support
    • Job Requirements

    • Superior customer service skills.
    • Excellent written / oral communication skills and ability to build effective working relationships.
    • Demonstrated ability in established customer service organizations
    • Team-oriented approach.
    • Strong problem-solving skill
    • Make recommendations on existing knowledge base documents and identify knowledge gaps.
    • Build and maintain strong relationships with both the customer and internal business partn6ers through the provision of timely, accurate and high-quality service.
    • Highlight process gaps and inefficiencies; proactively seek solutions to increase productivity and / or level of service provided.
    • Perform user acceptance testing in technology and systems to help ensure effective enhancement execution.
    • Skills Required

      Customer Service, Problem-solving, Communication, technical proficiency , Continuous Improvement, Teamwork

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    Customer Service • Pune