Analayst

Job Description

Sterling Customer Experience India Pvt. Ltd. is #hiring for #customerexecutiveh#operations for a #BPO in #Powai#Mumbai It is part of the #SterlingOutsourcing group based out of #Poland; with the Indian unit being a 4 month old start up based out of Powai in Mumbai. We are open to hire freshers as well who have excellent communication skills. Position: Analyst (Operations) for a Banking client Date of Joining - 14th May 2025 Company: Sterling Customer Experience Pvt. Ltd. Process: Chat based Shifts - 8 hours shift including breaks with 5 days working CTC - Upto 5 Lakhs Location: Powai, Mumbai We are open for walk-ins every Monday to Saturday from 12 pm onwards at 1st Floor, Sterling, Supreme Business Park, A-wing, Powai. Role and Responsibility of an Analyst 1. Customer Interaction: Engage with customers through live chat, addressing inquiries, providing information, and resolving issues promptly while adhering to the high-quality standards. 2. Issue Resolution: Listen actively to customer concerns, diagnose issues, and offer effective solutions. Ensure timely and satisfactory resolution of complaints to maintain customer satisfaction. 3. Multitasking: Manage multiple chat sessions simultaneously while maintaining high service quality. 4. Complaint Handling and De-escalation: Manage and resolve customer complaints with empathy and professionalism. Utilize de-escalation techniques to address and mitigate customer dissatisfaction. 5. Performance Metrics Adherence: Meet or exceed established performance metrics, including response time, resolution time, customer satisfaction scores, and adherence to service level agreements (SLAs). 6. Compliance: Adhere to the policies, procedures, and data protection regulations during all customer interactions. Essential skills and Qualities Communication Skills: Clear and effective verbal and written communication to interact with customers and colleagues. Adaptability: Flexibility to handle various customer scenarios and adjust to changing processes. Adaptability to work in a start-up environment. Technical Proficiency: Familiarity with CRM software, helpdesk tools, and other relevant technologies. Problem-Solving Abilities: Ability to analyze issues and develop practical solutions promptly. Qualifications Education: Minimum HSC; graduates are preferred. Experience: 1–2 years in customer service or chat support roles is advantageous. Open to hire freshers as well with excellent communication skills. Show more Show less