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Asoc. II, Cust Care

Indore, MP, IN

Description: 

Purpose: Responsible for providing support to business operations such as data capture & analysis            of Voice Clippings

 

Scope: The work undertaken by the role holder is in line with the Service Level Agreement and Statement of Work relevant for the customer.

 

Reporting to: Team Leader

 

Primary Responsibilities:

 

  • Based on US live calls intent, enters caller queries/concerns by inputting alphabetic and numeric information
  • Develops understanding on trained client applications
  • Based on intent, should be able to route calls
  • Willingness to work in 24*7 shifts (mostly night shift).
  • Good understanding on US accent and process data accurately
  • Excellent comprehension skills.
  • Analysis of customer voice clippings/snippets/intents
  • Operating workflow in areas like payments, complaint, changes and cancellation.
  • Analyzing customer intents and catering the workflow in smallest possible response times.
  • Maintaining the client Service level agreement and achieving quality targets with respect to daily audits.
  • Working on intent analyst desktop tool with process interactions
  • Logical problem solving skills and ability to multi-task
  • All other duties as assigned.

 

Candidate Requirement:

 

Candidate Education: Minimum High School Diploma / (GED) / Secondary School GCSE.

Candidate Background:

  • Entry level job with little or no prior relevant work experience.
  • Preferred Experience in customer facing role
  • Must be able to speak, read, write, and understand the primary language(s) used in the workplace
  • Capable of working well under pressure and meeting strict deadlines.
  • To have a good eye for detail and exceptional level of accuracy
  • Strong interpersonal, written and oral communication skills including telephone etiquette.

 

 

 

 

Additional Role Requirements:

  • Candidates may be administered a Computer Literacy Typing Test.
  • Candidate will need to be 18 years of age or older
  • Should be able to clear the icenter Interactions test/lessons
  • Must be able to pass a Background Check

 

Candidates may experience the following physical demands for extended periods of time:

  • Sitting
  • Keyboarding
  • Viewing computer monitor requiring close vision
  • Headset use

 


 

 

 

 

About Continuum Global Solutions, LLC
Continuum Global Solutions’ customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals. More information can be found at www.continuumgbl.com.

 

Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation,disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Individuals with disabilities in need of a reasonable accommodation to apply or compete for employment with Continuum Global Solutions or one of its subsidiaries may request such accommodation(s) by sending an e-mail to LOA.Accommodations@Continuumgbl.com.  Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address.  In addition, our representatives will never ask for any form of payment from a new hire or candidate. Please report suspicious activity to Corporate.Security@continuumgbl.com.