Senior Analyst at eClerx Career Site

Chandigarh, Chandigarh, India -

Full Time

Start Date

Immediate

Expiry Date

29 Jul, 26

Salary

0.0

Posted On

30 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Spanish, Customer Support, Voice Process, Problem-solving, Communication, Active Listening, Interpersonal Skills, BPO Operations, Data Documentation, Mentoring

Industry

IT Services and IT Consulting

Description

Job Title: Spanish Voice Senior Analyst Department: Customer Support / BPO Operations Location: Chandigarh Work Type: Full-Time (Voice Process) Shift: Rotational Night Shifts Only Job Summary: We are seeking a Spanish Voice Senior Analyst to join our customer service team in a dynamic BPO environment. The role involves handling inbound/outbound customer calls in Spanish, understanding their concerns, and providing effective resolutions. The ideal candidate should be fluent in Spanish (both verbal and written), possess excellent problem-solving skills, and have prior experience in customer support or voice-based roles. Key Responsibilities: * Answer inbound customer calls in Spanish promptly and professionally. * Identify customer issues, provide accurate information, and resolve queries effectively. * Document all customer interactions in the system with clarity and accuracy. * Escalate complex issues to the appropriate internal teams and ensure timely resolution. * Maintain high levels of customer satisfaction by providing excellent service and empathy. * Meet and exceed performance metrics like call quality, resolution time, and customer feedback. * Adhere to company policies, security guidelines, and process standards. * Provide mentoring or support to junior team members when needed. Requirements: * Proficiency in Spanish (B2 and above level preferred). * Good communication skills in English for internal communication. * Experience in a BPO voice process will be a value add. * Strong listening, problem-solving, and interpersonal skills. * Ability to handle high call volumes and work in a fast-paced environment. * Flexibility to work in rotational shifts, including weekends and holidays. Graduate in any discipline; language certifications in Spanish are a plus eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience. eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.

Responsibilities

The Senior Analyst will handle inbound and outbound customer calls in Spanish to resolve queries and provide effective support. They are also responsible for documenting interactions, escalating complex issues, and mentoring junior team members.