Analyst

eClerx; Maharashtra; On-site; INR 300,000 - 540,000; Full time

Job summary

eClerx in Maharashtra, India seeks an Inbound Voice – Analyst to handle US-based customer calls, provide product information, and upsell where appropriate.

Requirements include a Bachelor's degree and strong English communication, with prior call center experience and CRM familiarity preferred. The role requires rotational shifts in a fast-paced environment.

Qualifications

• English communication skills (verbal and written) are required.
• Prior experience in customer service and sales, preferably in a call center.
• Ability to multitask, prioritize, and manage time effectively.
• Strong problem-solving skills and quick thinking.
• Comfortable in a fast-paced environment with rotational shifts.
• Familiarity with CRM systems is preferred.

Responsibilities

• Answer incoming calls professionally and courteously.
• Listen actively to identify needs and upsell where appropriate.
• Provide accurate information on products, pricing, and promotions.
• Address objections and close sales while maintaining customer satisfaction.
• Document interactions and sales details in the CRM.
• Meet or exceed individual and team sales targets.
• Stay informed on products, industry trends, and best practices.

Skills

English communication

Customer service

Sales experience

Multitasking

Problem solving

CRM familiarity

Fast-paced environment

Shift flexibility

Education

Bachelor's degree in any field

Tools

CRM systems

Job description

Job Description: Inbound Voice – Analyst

As a Customer Care Executive for the Inbound US Voice Process with a focus on Sales and Upselling, you will be responsible for delivering outstanding customer service to customers in the United States and also selling products and services to increase revenue. You will be the first point of contact for customers who call in with inquiries, and your primary goal will be to ensure that their needs are addressed, their questions are answered, and their interest in purchasing products and services is captured.

Key Responsibilities

• Answering incoming calls from customers in a professional and courteous manner.
• Listening actively to customers and asking probing questions to fully understand their needs and concerns.
• Providing accurate and timely information to customers about products and services, pricing, and promotions, while actively seeking opportunities to upsell.
• Handling customer objections and concerns with empathy and professionalism, and working to address them to close the sale.
• Documenting all customer interactions and details of inquiries, issues, and sales in the company's CRM system.
• Meeting or exceeding individual and team sales targets. Upselling on every opportunity call.
• Maintaining a high level of knowledge about the company's products and services, as well as industry trends and best practices.

Requirements

• Excellent verbal and written communication skills in English.
• Previous experience in a customer service and sales role, preferably in a call center environment.
• Ability to multitask, prioritize, and manage time effectively.
• Strong problem-solving skills and the ability to think on your feet.
• Comfortable working in a fast-paced environment.
• Flexibility to work in rotational shifts, including evenings, weekends, and holidays.
• Familiarity with basic computer skills and knowledge of CRM systems.

Education

• Bachelor's degree in any field is preferred.

If you are a people-person with a passion for delivering outstanding customer service and have the necessary skills and experience to drive sales and upselling, we encourage you to apply for this exciting opportunity.

About The Team

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.