Customer Support Analyst Jobs Opening in For a Client of TeamLease Digital at Hyderabad
FEATURED JOBCustomer Support Analyst
Job Description
⢠To assist Deloitte employees with financial application issues over the phone, chats and
emails in a timely manner so that they can perform their job and be productive for the firm.
It might involve either direct resolution of the problem or escalation to another team as the
case may be. Our customers have a high expectation that you will be able to resolve their
issue on the interactions, but they recognize that there are some issues that can only be
resolved by teams outside the Contact Center.
⢠Willingness to work in rotational shifts including Weekends.
⢠Avoiding unscheduled absenteeism , failing which will have a serious impact on the
employment.
⢠Use the right tools & knowledge, provide quality of service, and stay current on support
changes
⢠Arrive to work on time and on days scheduled as well as adhering to the schedule provided
by WFA (Work Force Administration).
⢠Treat customers with courtesy and respect by following our Quality Guidelines .
⢠Follow established process, procedures and member firm polices while maintaining
compliance
⢠Stay current on new deployments and system updates .
⢠Report potential call drivers to leadership
⢠Meet provided KPIs â FCR, Schedule Adherence, Quality, CSAT
⢠Contribute to Knowledge Database and process improvements
⢠Support Firm Emergency processes
⢠Maximize availability to support inbound contacts
⢠Appropriate handling of contact through following knowledge to transfer/escalate to the
correct groups
⢠Follow guidelines for handling Personally Identifiable Information (PII), confidential and
sensitive information
⢠Take initiative and own your career
⢠Stay current on the tools used to support our customers
