IND Customer Care - Intent Analyst (English)
Continuum Global Solutions
Location
Indore | India
Job description
As an Intent Analyst (English) for our office in Indore, India you would be listening to clippings of live US call intents from customers calling into an IVR system. These customers will need to be routed to the appropriate workflow to meet and resolve their needs which may involve payments, complaints, changes, and cancellations. This full-time position offers paid training, health benefits, opportunity for professional growth, and many more employer perks.
Job Responsibilities:
- Analyze voice clippings of live customers and routing to them to the appropriate workflow, for their intent.
- Enter data caller queries/concerns by inputting alphabetic/ numeric information into interface/database accurately.
- Developing understanding on client applications. Based on intent, should be able to route calls. Working on Client s CRM tool.
- Understand the operating workflows in areas such as payments, complaints, changes, cancellations
- Deliver on fast accurate response times when analyzing customer intents and assigning to workflows.
- Achieve quality targets with respect to daily audits that meet service level agreements.
- Should be able to maintain decent performance against the defined Key Performance Indicator (KPI) such as Accuracy, Response Time, and Time out.
- Navigate through multiple computer applications with speed accuracy.
Additional Requirements: Job Knowledge, Skills, and Qualifications:
- 18+ years of age with a minimum of a High School Diploma/GED/ Secondary School GCSE
- Entry-level job with little or no prior relevant work experience, customer facing experience a preferred.
- High level of English proficiency - speak, read, write, understand the language.
- Capable of working well under pressure and meeting strict deadlines
- Strong attention to detail exceptional level of accuracy
- Customer focused personality a desire to help people.
- High computer proficiency overall technical knowledge
- Willing to work 24/7 shifts including weekends, holidays, US operating hours - Mostly nights
- Able to clear the client test/lessons in training.
- Must pass computer literacy typing test.
- Clear background
Job tags
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