Job Description

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.

1. Manage end-to-end customer service (voice, processes) in English and Spanish

2. Handle complex customer queries and escalations effectively

3. Adherence to SLAs and KPIs

4. Perform customer interaction data to identify trends and improvement areas

5. Ensure high-quality service delivery and customer satisfaction (CSAT)

6. Ensure compliance to all policies

7. Collaborate with internal teams and client stakeholders

8. Identify and implement process improvement initiatives

9. Train, coach, and mentor junior analysts and agents

10. Ensure compliance with client and company policies

Minimum B2 level proficiency in English and Spanish. Strong Spanish , listening, and comprehension skills. Good command of English Excellent analytical and problem-solving skills. Strong attention to detail and ability to work independently. See less