Customer Service Analyst - remote role

Role: Customer Service Analysts

Location: Remote

Duration: 12 Months

Note:
? Remote worker verification process to be put in place immediately via webcam and audits will be performed eventually.
? Closed workspace (any room that can be closed by a door, office, bedroom, etc.)
? No shared living spaces unless living alone
? If the laptop or screen can be seen from a window it must be covered (shade, blinds, curtains, etc.)
? Highspeed Internet verification (screenshot of bandwidth, Fiber, Cable, DSL
? No satellite or mobile broadband connections
? Quiet and focused work environment
? No personal responsibilities during working hours
? No barking dogs or other domestic noises

Requirements: ? Please confirm the candidates are able to conduct basic computing troubleshooting. ? Being able to utilize Microsoft Office suite to go through their emails, basically set up an online account, reset a password, things of this nature which may be routine for a regular computer user.

Productivity Management:

Should be able to meet daily task handling through various form & medium of communication, written and/or verbal or phone.

Should be able to meet the quality, productivity targets & defined timelines to ensure Service Level Agreements (SLAs) and ensure there is no penalty due to miss in SLA s.

Ensure accuracy in the tasks completed.

Demonstrate analytical capabilities while performing tasks.

Should adhere to established policies, procedures, and compliance which result in a satisfactory audit rating

Specialized/Practical Knowledge:

Should have knowledge on ITES/BPO/KPO/Customer Service /Operations.

Good proficiency on English language.

Computer literate, should be able to work with different programs and screens with the customer on the line.

Exposure to business domain is an added advantage.

Excellent grasping powers able to understand the various processes.

Team player with excellent verbal and written communication skill.

Willing to work in 24/7 environment and sign a service agreement as per company norms.

Ability to work in flexible work schedule, including holidays & weekends.

Knowledge, Skills & Abilities:

Should be committed and focused to succeed under challenging work environment

Should be able to adapt with the changes in the processes and updates in a dynamic process.

Strong numerical skills and a positive 'Can do' attitude combined with strong attention to detail and an awareness of current market issues.

Should seek feedback on one s performance and uses that feedback to grow

Brequired

Customer Service Associate/Customer Care Representative

Please Note:

Computer skills are a must.

Call center experience preferred.

The job requires multitask, data entry and soft experience using the phone to call.

Able to solve problems.

Agents will work cases, investigate, research and make outbound calls to doctor s offices or clients as necessary. There s also insurance resolutions and benefit verifications. High Level = Resolve cases to ensure our customers get the right medications in a timely manner. Average case time is 20 minutes.