Job Description: Sales & Service Analyst POSITION SUMMARY: Provide exemplary online chat service + Services Support to our potential customers and Engineers in the network. The ideal candidate would be part of a very mutli-tasking operations who will have full command over English language for Vocal and written communicationsFor chats: to ensure all there queries are answered in timely and seamless manner. The live chat agent will handle inbound chats and emails focused on answering both sales and customer service questions. The Live Chat agent will handle concurrent chat sessions to assist with answering general questions in order to improve customer satisfaction and increase conversion. For Service Support: To ensure all the claims’ ticket passed to us by our customer service team get allocated to relevant engineers in the network. To ensure claims gets allocated with in SLA and also to update all the relevant systems. ESSENTIAL FUNCTIONS:
Perform repetitive duties daily involving the operation of dealing with both customers and engineers, arranging follow ups.
Multi-task; handle tasks (chats + service support) at a time and seek multiple pieces of information in order to make sure higher conversations and also to make sure we deliver service with in SLA.
Provide professionalism in tone, grammar and written content to ensure an exceptional customer experience and adherence to brand standards.
Receive critiques and instruction and incorporate feedback to improve performance.
Offer assistance to others when needed, acting responsibly in daily activities.
Provide feedback/trends on escalated issues in an attempt to minimize any negative impact on the Brand or Customer Experience
Communicate directly with wider teams to ensure a seamless follow upon that lead.
Communicate and follow up on website contacts in timely manner.
Ability to interpret and navigate software with full understanding and the ability to explain all billing related questions.
Perform other duties and responsibilities as assigned.
Ability to work overtime when requested to support the business need.
Regular attendance and punctuality required
• Analytical - Collects and researches data.• Design - Demonstrates attention to detail.• Lead Generation : Generate interest in customers by giving convincing answers• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and Analyses information skilfully.• Customer Service - Manages difficult or emotional customer situations.• Interpersonal - Focuses on solving conflict, not blaming; Maintains confidentiality.• Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions. Writes clearly and informatively; edits work for spelling and grammar; able to read and interpret written information.• Business Acumen - Demonstrates knowledge of market and competition.• Ethics - Treats people with respect; Works with integrity and ethically.• Attendance/Punctuality - Is consistently at work and on time.• Dependability - Follows instructions, responds to management direction.• Quality - Demonstrates accuracy and thoroughness.• Quantity - Meets productivity standards.• High standards of English Language ( written / verbal and vocal)• PC skills ( MS Office / Internet / Typing) • Possess multi-tasking, planning, organization and analytical skills• Ability to complete the job/assignment in a timely manner• Ability to maintain strict confidentiality• Ability to work independently as well as within a team environment• Possess company product, process and procedure knowledge• Possess negotiation skills• Ability to build rapport quickly• High standards of English Language ( written / verbal and vocal)• PC skills ( MS Office / Internet / Typing) • Possess multi-tasking, planning, organization and analytical skills• Ability to complete the job/assignment in a timely manner• Ability to maintain strict confidentiality• Ability to work independently as well as within a team environment• Possess company product, process and procedure knowledge• Possess negotiation skills• Ability to build rapport quickly