Analyst-Voice at HCLTech in Hanoi, Hanoi, Vietnam

Job Summary

Responsible for delivering high-quality customer service by managing customer interactions across multiple channels, resolving inquiries efficiently, maintaining accurate documentation, and contributing insights to enhance customer experience and operational effectiveness

Key Responsibilities

Handle relatively complex customer inquiries and escalations across voice and non-voice channels. provide accurate product and order support. ensure adherence to process and quality requirements. document interactions and resolutions. support new team members with process guidance. identify service gaps and recommend improvements.

Skill Requirements

Advanced customer-handling and communication skills; active listening and empathy. Srong process comprehension. problem-solving and de-escalation skills. accurate case documentation. ability to manage multiple priorities. working knowledge of quality and escalation procedures.

Other Requirements

Language is Vietnamese