Senior Analyst

Job Description

Shift: Rotational Night Shifts Only

Job Summary:

The ideal candidate should be fluent in Spanish (both verbal and written), possess excellent problem-solving skills, and have prior experience in customer support or voice-based roles.

Key Responsibilities:

• Answer inbound customer calls in Spanish promptly and professionally.
• Identify customer issues, provide accurate information, and resolve queries effectively.
• Document all customer interactions in the system with clarity and accuracy.
• Escalate complex issues to the appropriate internal teams and ensure timely resolution.
• Maintain high levels of customer satisfaction by providing excellent service and empathy.
• Meet and exceed performance metrics like call quality, resolution time, and customer feedback.
• Adhere to company policies, security guidelines, and process standards.
• Provide mentoring or support to junior team members when needed.

Requirements:

• Proficiency in Spanish (B2 and above level preferred).
• Good communication skills in English for internal communication.
• Experience in a BPO voice process will be a value add.
• Strong listening, problem-solving, and interpersonal skills.
• Ability to handle high call volumes and work in a fast-paced environment.
• Flexibility to work in rotational shifts, including weekends and holidays.

Graduate in any discipline language certifications in Spanish are a plus