Job Description

Full-Time
Indore, India

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

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

(English)

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 | Hybrid

Onsite Address

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

Role Reports into:

Supervisor

Job Responsibilities:

Analyze voice clippings 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/GED/ Secondary School GCSE 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. 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 rotative schedules 24/7 5 days a week with 2 days off during weekdays./ 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

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 Company paid health & life insurance benefits * Opportunity for professional development