Sales And Services Analyst

3 weeks ago

Karachi, Sindh, Pakistan Eric & Co. Full time

Job Description: Sales & Service Analyst
POSITION SUMMARY: Provide exemplary online chat service and Services Support to our potential customers and Engineers in the network. The ideal candidate would be part of a very multi-tasking operations team who will have full command over the English language for vocal and written communications.
For chats: To ensure all queries are answered in a timely and seamless manner. The live chat agent will handle inbound chats and emails focused on answering both sales and customer service questions. The Live Chat agent will handle concurrent chat sessions to assist with answering general questions in order to improve customer satisfaction and increase conversion.
For Service Support: To ensure all claims' tickets passed to us by our customer service team get allocated to relevant engineers in the network. To ensure claims get allocated within SLA and also to update all the relevant systems.
ESSENTIAL FUNCTIONS:

  • Perform repetitive duties daily involving the operation of dealing with both customers and engineers, arranging follow-ups.
  • Multi-task; handle tasks (chats + service support) simultaneously and seek multiple pieces of information to ensure higher conversation rates and timely delivery of service within SLA.
  • Provide professionalism in tone, grammar, and written content to ensure an exceptional customer experience and adherence to brand standards.
  • Receive critiques and instruction and incorporate feedback to improve performance.
  • Offer assistance to others when needed, acting responsibly in daily activities.
  • Provide feedback/trends on escalated issues to minimize any negative impact on the Brand or Customer Experience.
  • Communicate directly with wider teams to ensure a seamless follow-up.
  • Communicate and follow up on website contacts in a timely manner.
  • Ability to interpret and navigate software with full understanding and the ability to explain all billing-related questions.
  • Perform other duties and responsibilities as assigned.
  • Ability to work overtime when requested to support business needs.
  • Regular attendance and punctuality required.
Job Specification


• Analytical - Collects and researches data.

• Design - Demonstrates attention to detail.

• Lead Generation - Generate interest in customers by providing convincing answers.

• Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully.

• Customer Service - Manages difficult or emotional customer situations.

• Interpersonal - Focuses on solving conflict, not blaming; maintains confidentiality.

• Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions. Writes clearly and informatively; edits work for spelling and grammar; able to read and interpret written information.

• Business Acumen - Demonstrates knowledge of market and competition.

• Ethics - Treats people with respect; works with integrity and ethically.

• Attendance/Punctuality - Is consistently at work and on time.

• Dependability - Follows instructions and responds to management direction.

• Quality - Demonstrates accuracy and thoroughness.

• Quantity - Meets productivity standards.

• High standards of English Language (written/verbal and vocal).

• PC skills (MS Office/Internet/Typing).

• Possess multi-tasking, planning, organization, and analytical skills.

• Ability to complete the job/assignment in a timely manner.

• Ability to maintain strict confidentiality.

• Ability to work independently as well as within a team environment.

• Possess company product, process, and procedure knowledge.

• Possess negotiation skills.

• Ability to build rapport quickly.

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