Client Analyst

Operations Indore, Madhya Pradesh

Description

  • Review chats and emails daily to ensure teammates are following policies and offering excellent service
  • Working daily to review ticket contents with a critical eye
  • Prepare weekly, monthly and quarterly management reporting
  • Host and/or facilitate meetings/ticket reviews with all teammates.
  • Send weekly reports to the client summarizing weekly KPIs and point out areas for improvement
  • Identify any potential quality issues per defined process and escalate potential quality issues immediately to management.
  • Maintain a high level of confidentiality regarding the results and specific findings of the quality process

Qualifications

  • 2+ years in Data Analytics
  • 2+ years of Customer Service/Technical Support experience (with a phone, email, and chat background)
  • Proficiency with Microsoft Office, specifically Excel
  • Proficiency with reporting tools such as PowerBI, Tableau, etc
  • Proficiency with Google Suite
  • Proficient using helpdesk software (Salesforce experience is a plus)
  • Must be a confident communicator and be able to build rapport and create relationships
  • Must have a genuine interest in the project, people and concern for customers
  • Be energetic, positive and have the ability to listen hard and change fast
  • Must have the ability to work well in a team environment, as well as alone
  • Can shift modes easily and interact with all walks of life
  • Must be available to work weekends and holidays, flexibility is needed.
  • Must have reliable transportation.
  • Must demonstrate the ability to effectively manage time, prioritize tasks and work within deadlines

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