Job Description
Job Title: Spanish Voice Senior Analyst
Department: Customer Support / BPO Operations
Location: Chandigarh
Work Type: Full-Time (Voice Process)
Shift: Rotational Night Shifts Only
Job Summary:
We are seeking a Spanish Voice Senior Analyst to join our customer service team in a dynamic BPO environment. The role involves handling inbound/outbound customer calls in Spanish, understanding their concerns, and providing effective resolutions. The ideal candidate should be fluent in Spanish (both verbal and written), possess excellent problem-solving skills, and have prior experience in customer support or voice-based roles.
Key Responsibilities:
- Answer inbound customer calls in Spanish promptly and professionally.
- Identify customer issues, provide accurate information, and resolve queries effectively.
- Document all customer interactions in the system with clarity and accuracy.
- Escalate complex issues to the appropriate internal teams and ensure timely resolution.
- Maintain high levels of customer satisfaction by providing excellent service and empathy.
- Meet and exceed performance metrics like call quality, resolution time, and customer feedback.
- Adhere to company policies, security guidelines, and process standards.
- Provide mentoring or support to junior team members when needed.
Requirements:
- Proficiency in Spanish (B2 and above level preferred).
- Good communication skills in English for internal communication.
- Experience in a BPO voice process will be a value add.
- Strong listening, problem-solving, and interpersonal skills.
- Ability to handle high call volumes and work in a fast-paced environment.
- Flexibility to work in rotational shifts, including weekends and holidays.
- Graduate in any discipline; language certifications in Spanish are a plus.
About The Team
eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.
eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.
