HCLTech

Customer Care Analyst (Voice Communication Systems)

Rabat

CDI / Temps pleinSur siteService client / SAVInformatique / IT

L’essentiel du poste

Résumé par Postule AI

The Analyst - Customer Care role at HCLTech in Rabat, Morocco, is a full-time, on-site position focused on keeping voice communication systems running smoothly. The role combines technical troubleshooting with customer service, including handling inbound and outbound customer queries, maintaining documentation and performance reports, and supporting team members. Candidates should have a strong grasp of customer service principles, voice systems, and communication skills, along with familiarity with customer satisfaction metrics such as NPS.

Vos missions

  • Respond to inbound customer queries and make outbound calls to resolve customer care requests.
  • Provide technical support and resolve voice-related issues using troubleshooting techniques.
  • Maintain active communication with customers, providing timely updates and ensuring high satisfaction.
  • Create and maintain documentation on voice processes, including reports on system performance and issues.
  • Collaborate with team members to support and train colleagues while meeting project requirements and SLAs.

Profil recherché

  • You enjoy combining customer service with hands-on technical troubleshooting.
  • You communicate clearly in writing and verbally and can keep customers informed.
  • You are motivated by customer satisfaction and measurable service outcomes.
  • You can document processes and system performance issues clearly.

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Job Summary

The Customer Care Analyst plays a vital role in ensuring the smooth operation and maintenance of voice communication systems. The role focuses on monitoring, troubleshooting and providing technical support to enhance service reliability and performance, while delivering exceptional customer service.

The Analyst will engage with customers to resolve issues effectively and contribute to overall customer satisfaction.

Key Responsibilities

  1. Respond to inbound customer queries and make outbound calls to resolve customer care requests, using strong customer service skills and knowledge of voice communication systems.
  2. Provide technical support and assist in resolving voice-related issues by applying troubleshooting techniques and best practices in customer service.
  3. Maintain active communication with customers to address service issues and provide timely updates, ensuring a high level of customer satisfaction.
  4. Create and maintain documentation on voice processes, including generating reports on system performance and issues to support continuous improvement.
  5. Collaborate with team members to support and train colleagues, sharing knowledge and ensuring adherence to project requirements and service level agreements.

Skill Requirements

  1. Strong understanding of customer service principles and practices.
  2. Proficiency in voice communication systems and troubleshooting techniques.
  3. Excellent written and verbal communication skills.
  4. Familiarity with customer satisfaction metrics, including NPS.
  5. Outcome-oriented mindset with a focus on achieving project goals.

Other Requirements

  • Certification in customer service or related fields is optional but valuable.
  • Relevant training in voice communication systems is recommended.

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