Job Title: Call Center Analyst
Department: Customer Support / Service Operations
Location: Pune (Wadgaonsheri)
Employment Type: [Full-time]
Shifts: Open for Rotational shifts/ US Shifts
The Call Center Analyst is responsible for supporting daily call center operations by managing customer requests, creating service requests and work orders, and providing operational support to agents. This role requires strong communication skills, attention to detail, and the ability to work effectively in a fast-paced environment while ensuring excellent customer service and operational efficiency.
Key Responsibilities
- Create and manage Service Requests and Work Orders using Oracle and other internal portals.
- Provide operational support and guidance to agents through email and Microsoft Teams chat.
- Handle incoming customer phone calls and address inquiries, service requests, or issue resolution.
- Perform remote actions and remote activity tasks to support service operations.
- Assist with follow-up training and light coaching for call center agents when required.
- Monitor and follow up on customer issues and requests to ensure timely resolution.
- Maintain accurate documentation of all activities, service requests, and updates in internal systems.
- Collaborate with internal teams to ensure efficient service delivery and problem resolution.
Required Qualifications
- Strong English communication skills (both written and verbal).
- Excellent customer service and interpersonal skills.
- High level of attention to detail and accuracy.
- Ability to multi-task and manage priorities effectively.
- Comfortable working in a fast-paced and dynamic environment.
- Demonstrates flexibility and a willingness to embrace change.
- Basic knowledge of call center operations and ticketing systems is preferred.
- Experience working with Oracle systems or similar platforms is an advantage.
Key Skills & Competencies
- Customer service orientation
- Problem-solving and critical thinking
- Time management and organization
- Effective communication
- Adaptability and teamwork
- Technical system navigation
Work Environment
- Fast-paced call center environment
- Frequent communication through phone, email, and internal collaboration tools (e.g., Microsoft Teams)
- Requires the ability to manage multiple tasks simultaneously while maintaining high service standards.
Regards,
HR Team
Advait Techserve
