Analyst| Senior Analyst| International Voice Process

About the Organization:Role is for leading ITES Global Giant and having PAN India Operations. Leading No 1 BPO in India with prospective expansion vision.Role and Candidate Expectations:-Candidate must have 2+ years of experience in international voice support especially in Query Management.Candidate must have experience in Customer Service- Inbound and Outbound.Responsible for managing customers query handling escalations & complaints of the dissatisfied customers and giving best resolutions.Responsible for closing the fault and complaints within SLAs.Accountable for the Inbound/Outbound calls and e-mail/chat support to resolve customer issues.Responsible for performing day to day operations while maintaining SLAs & solving queries related to disputes while coordinating with customers. Reviews service requests based on the predefined scope of support records diagnoses and troubleshoots customer raised incidents. Manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions.Tool Experience will be added advantage (Workday SuccessFactor Oracle SAP ServiceNow).Candidate must have excellent communication.Candidate should be flexible to work with Night Shifts (US Time Zone) and Rotational shifts