Real Time Analyst l Onsite l Giga Tower l Tech Account

3 days ago

Manila, National Capital Region, Philippines Cognizant Full time ₱300,000 - ₱600,000 per year

Requirements:

○ At least 2 years experience as a Real Time Analyst (Process / Product Specialist) for multiple support technical channels (email, phone, chat)

○ 3+ years experience handling customers within a call center environment and maintaining the highest levels of customer satisfaction

○ Experience in Customer Service and Technical Troubleshooting support for Financial and payment gateway platforms

● Excellent written and oral communication skills with the ability to formulate structured communications in a complex environment

● Has experience in creating reports, dashboard using excel and other data and reporting tools

● Able to adapt quickly to changes in workflows

● Willing to work on shifting schedules

● Ability to recommend improvements to the quality framework and process, policies and procedures

● Participate in internal calibration and client calibration sessions focusing on understanding knowledge and process opportunities.

● Provide initial findings and investigations of Re-open/Escalation. This includes, breaking down the problem and drilling the root cause of the issue and providing recommended do improvements, and help needed to prevent future occurrence.

● Able to pass on his/her knowledge via meaningful side by side/Coaching session or group knowledge correction session

● Acts as back-up SME if dedicated SME is not available.

● Working knowledge in using spreadsheets / excel

● Applicants must be willing in Quezon City (C5) Giga Tower

● Applicants must be willing to work in any shift schedule including weekends, and holidays (if necessary)

● Bachelor's degree in any field

  • Can start ASAP

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