Senior Analyst

Job Description

Scope:

Associate will be responsible for attending inbound calls from prospective customers and provide them information on client’s products and convince them to buy the product over the phone.

Responsibilities:

• Conducting outbound calls and explains the products & services to the targeted customers.
• Should be able to explain the products & services to the target customers.
• Should be able to update the customer's expectation/queries for buying the product.
• Ability to meet/exceed all revenue goals on a consistent basis.
• Skilled at sales in a consultative environment.
• Ensuring timely and professional responses to all queries received about the product.
• Disposing of the call outcome correctly every time.
• Research and compilation of answers for informational requests from customers.
• Managing performance against benchmarks set internally as well as customer.
• Working within process scope boundaries.
• Participate in huddle sessions, share best practices.
• Working in close tandem with Asst. Mgrs, SME's & QA’s on the process for an excellent team and process performance.
• Maintaining and excelling the Customer Service Survey Scores.

Requirements

• 12– 36 months experience in an International outbound sales campaign through Phone.
• Should be open to work in graveyard shifts.
• Experience in inbound sales programs preferred.
• Excellent English verbal communication skills.
• Excellent Computer Skills to capture data correctly.
• Handle customer objections / obstacles & collect information.
• Basic computer knowledge- MS Office familiarity with the internet environment.
• Willingness to work 24X7 basis pre-published schedules.
• Understanding of Mobile Platforms such as Android, Windows, Apple, Blackberry etc. and Home Phones, Internet, TV’s.
• Understanding of Telecom plans such as Pre-Paid, Post Paid, Service Contract etc.

Key Core Competencies:

• Customer service Aptitude: Displaying the customer service aptitude by cooperating with the customer and understanding his needs and providing the best product/solution possible with patience and assertiveness.
• Team work: Highly flexible and willing to help when and where needed.
• Quality Focus: Quality focused & attentive to detail and analytical ability.

Shifts

Graveyard (Window-11pm- 9am)

Week Offs

Saturday/Sunday (May be subject to change as per business requirement)

Key skills/competency

• Sales
• Customer Service
• Outbound Calls
• Product Knowledge
• Communication Skills
• Data Entry
• Problem Solving
• Performance Management
• Teamwork
• Quality Assurance