Job Description

Indore, MP, IN

Description:

At Continuum Global Solutions, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We will empower and support our employees to reach unimaginable heights while growing our business to make a global impact. Our can-do culture works together to make the ordinary exceptional.



Do you have a strong command and understanding of

ITALIAN and

English language

? Are you one

that AIMS HIGHER. REACHES FARTHER

to achieve your targets? Can you

ACT BOLD.BE PASSIONATE

with a problem-solving mindset? Can you

BE ONE. HELP MANY

in a way that provides a positive experience? Do you want to

BE DIFFERENT.BE YOU

and

LEARN MORE.TAKE ACTION?

JOIN OUR TEAM TODAY!

Job Summary

We are hiring Customer Care, Intent Analyst

(ITALIAN and English)

for our

office in Indore, India

who will listen to clippings of live US call intents from customers calling into an IVR system. These customers will need to be routed to the appropriate workflow to meet and resolve their needs which may involve payments, complaints, changes, and cancellations. This full-time position offers paid training, health benefits, opportunity for professional growth, and many more employer perks.

Position:

This position requires one to work

Remote

Onsite Address

: 3F, Brilliant Platina, Plot No.8, Sch. No.78, Indore, India, Madhya Pradesh.

Role Reports into:

Supervisor

Job Responsibilities:

Analyze voice clippings (

ITALIAN

) of live customers and routing to them to the appropriate workflow, for their intent.

Enter data & caller queries/concerns by inputting alphabetic/ numeric information into interface/database accurately.

Develops understanding on client applications. Based on intent, should be able to route calls. Working on Client's CRM tool.

Understand the operating workflows in areas such as payments, complaints, changes, & cancellations

Deliver on fast & accurate response times when analyzing customer intents and assigning to workflows.

Achieve quality targets with respect to daily audits that meet service level agreements.

Should be able to maintain decent performance against the defined Key Performance Indicator (KPI) such as Accuracy, Response Time, and Time out.

Navigate through multiple computer applications with speed & accuracy.

Additional Requirements: Job Knowledge, Skills, and Qualifications:

18+ years of age with a minimum of a High School Diploma/ Secondary School GCSE

A required certification in

ITALIAN

Language (B2 and above)

Entry-level job with little or no prior relevant work experience, customer facing experience a preferred.

High level of English proficiency - speak, read, write, & understand the language

(Both ITALIAN and English

)

Capable of working well under pressure and meeting strict deadlines

Strong attention to detail & exceptional level of accuracy

Customer focused personality & a desire to help people.

High computer proficiency & overall technical knowledge

Willing to work 24/7 shifts including weekends, holidays, & US operating hours - Mostly nights

Able to clear the client test/lessons in training.

Must pass computer literacy & typing test.

Clear background and necessary experience and relieving documents

Benefits and Perks:

Competitive pay based on experience + performance-based incentives!

Night shift allowance

Overtime allowance dependent on business needs

Fun work environment, seasonal festivals - Bonanza

Stable, full-time employment

Paid training

The company paid health & life insurance benefits.

Opportunity for professional development

Continuum Global Solutions partners with top companies around the world to deliver customer care services through its global network of contact centers. Our global Fortune 500 clients rely on our vast expertise in customer care management to improve their customers' experience. Continuum customer care and call center solutions leverage world-class voice, chat, email and social technologies. More than 11,000 employees serve top-tier clients across multiple industry verticals. Additional information on Continuum and our services can be found on our website.


Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Applicants have rights under Federal Employment Laws Family and Medical Leave Act (FMLA); Equal Employment Opportunity (EEO); Employee Polygraph Protection Act (EPPA).


Continuum recruiting correspondence will always come from a talent acquisition representative with an official

@continuumgbl

e-mail address. In addition, our representatives will never ask for any form of payment from a candidate or new hire. Please report suspicious activity to

Corporate.Security@continuumgbl.com

.