Senior Analyst

Position Overview

The Senior Analyst role involves managing incoming calls from potential clients, delivering detailed information about products, and persuading customers to purchase via phone. The role also requires making outbound calls to explain products and services effectively to the target audience, while ensuring all communications align with customer expectations and business goals.

Key Responsibilities

• Engage in outbound calls articulating product details to prospective customers.
• Address and update customer queries and expectations regarding products.
• Consistently achieve or surpass revenue targets through consultative sales approaches.
• Respond to product-related queries promptly and professionally.
• Accurately document call outcomes each time.
• Research and provide comprehensive responses to customer information requests.
• Monitor performance metrics against internal and client benchmarks.
• Operate within defined process guidelines.
• Participate in team huddles to exchange best practices.
• Collaborate with Assistant Managers, Subject Matter Experts, and Quality Analysts to enhance team and process effectiveness.
• Maintain and improve Customer Service Survey Scores.

Candidate Requirements

• Between 12 to 36 months of experience in international outbound sales via phone.
• Preferred experience in inbound sales programs.
• Willingness to work night shifts (graveyard shift: 11 PM to 9 AM).
• Excellent verbal communication skills in English.
• Proficiency in computer use including accurate data entry and familiarity with MS Office and internet environments.
• Ability to handle customer objections effectively and collect relevant information.
• Understanding of various mobile platforms including Android, Windows, Apple iOS, Blackberry, as well as home phones, internet, and television.
• Knowledge of telecom plans such as prepaid, postpaid, and service contracts.
• Willingness to work 24x7 on pre-published schedules.

Core Competencies

• Customer Service Aptitude: Demonstrates cooperative attitude towards customers, understands their needs, and patiently offers suitable solutions and products.
  
• Teamwork: Flexible, cooperative, and ready to assist wherever required.
  
• Quality Focus: Detail-oriented with an analytical mindset emphasizing high-quality performance.

Work Schedule and Other Details

• Shift Timing: Graveyard shift (11 PM to 9 AM).
• Weekly Off: Saturday and Sunday (subject to change based on business needs).

Eligibility and Education

Applicants should have completed graduation. Any graduate can apply for this position.