Senior Analyst

eClerx; Gurugram District; On-site; INR 280,000 - 360,000; Full time

Job summary

A leading service provider in the technology sector seeks an Associate in Gurugram to manage inbound and outbound sales calls. You will provide product information and assist customers with their queries. The ideal candidate should have 12–36 months of experience in outbound sales, excellent English communication skills, and be willing to work night shifts. This role offers opportunities for career growth in a dynamic team environment.

Qualifications

• 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.
• Strong data capture using computer systems.

Responsibilities

• Conduct outbound calls to explain products and services.
• Ensure timely and professional responses to customer queries.
• Research and compile answers for customer informational requests.
• Ensuring timely and professional responses to all queries about the product.
• Disposing 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, SMEs & QA’s on the process for excellent team and process performance.
• Maintaining and excelling the Customer Service Survey Scores.

Skills

Excellent English verbal communication skills

Customer service aptitude

Ability to handle customer objections

Teamwork

Attention to detail

Time management

Tools

MS Office

Job description

Job Description

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 explain 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 “consultative” environment.
• Ensuring timely and professional responses to all queries received about the product
• Disposing 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. 2. Team work: Highly flexible and willing to help when and where needed. 3. 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)