Job Title: Customer Contact Comms Analyst / Customer Support Analyst
Experience: 3 5 Years
Job Summary
We are hiring a Customer Support Analyst with experience in international voice/email support and helpdesk operations. The candidate should have strong customer handling, escalation management, coaching, and process support experience in a BPO/contact center environment.
Key Responsibilities
- Handle customer queries through calls and emails
- Support agents in resolving complex and escalated cases
- Provide process training and coaching to team members
- Ensure SLA and productivity targets are achieved
- Maintain strong process knowledge and support daily operations
- Conduct knowledge sharing and process update sessions
- Coordinate with onshore/offshore teams and stakeholders
- Identify opportunities for process improvement
Required Skills
- 3 5 years of experience in customer service/helpdesk operations
- Experience in international voice and email support
- Strong communication and escalation handling skills
- Coaching and mentoring abilities
- Good problem-solving and interpersonal skills
- Knowledge of MS Office tools including Excel and PowerPoint
- Versatile to work in rotational shifts
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