Analyst - Customer Care

Manila

Philippines

Job Family

Delivery Operations (Voice)

No. of Positions

30

Job Description (Posting).

About HCLTech

HCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.

Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by

To learn more about how we can supercharge progress for you, visit

Analyst - CC

Job Summary

Analyst - CC plays a vital role in ensuring the smooth operation and maintenance of voice communication systems. This position focuses on monitoring, troubleshooting, and providing technical support to enhance service reliability and performance while delivering exceptional customer service. The Analyst will engage with customers to resolve issues effectively and contribute to overall customer satisfaction.

(1.) Key Responsibilities

1. Respond To Inbound Customer Queries And Make Outbound Calls To Resolve Customer Care Requests, Utilizing Strong Customer Service Skills And Knowledge Of Voice Communication Systems.

2. Provide Technical Support And Assist In Resolving Voice-Related Issues By Applying Knowledge Of Troubleshooting Techniques And Best Practices In Customer Service.

3. Maintain Active Communication With Customers To Address Service Issues And Provide Timely Updates, Ensuring A High Level Of Customer Satisfaction And A Positive Experience.

4. Create And Maintain Documentation On Voice Processes, Including Generating Reports On System Performance And Issues To Support Continuous Improvement.

5. Collaborate With Team Members To Support And Train Colleagues, Sharing Knowledge And Ensuring Adherence To Project Requirements And Service Level Agreements.

Skill Requirements

1. Strong Understanding Of Customer Service Principles And Practices

1. Proficiency In Voice Communication Systems And Troubleshooting Techniques

2. Excellent Written And Verbal Communication Skills

3. Familiarity With Customer Satisfaction Metrics, Including Nps

4. Outcome-Oriented Mindset With A Focus On Achieving Project Goals

Certification

1. Certification In Customer Service Or Related Fields Is Optional But Valuable.

1. Relevant Training In Voice Communication Systems Is Recommended.

Employee Group

Business Line FT

Entity

BSERV

Auto req ID

1643014BR

Expected Date of Closure

31-Jan-2026

Skill (Primary)

Domain Competencies (BSERV )-Customer Experience-Customer Service Support

Skill Level 3 (Secondary Skill 1)

Functional DPO-Communication-Written & Verbal

Skill Level 3 (Secondary Skill 2)

Behavioral Competency (BSERV )-Executing-Outcome Orientation

Skill Level 3 (Secondary Skill 3)

Domain Competencies (BSERV )-Customer Experience-Customer Satisfaction Management

Skill Level 3 (Secondary Skill 4)

Domain Competencies (BSERV )-Customer Experience-Collections