Senior Analyst Spanish

Job description

Job Title: Spanish Voice Senior Analyst Department: Customer Support / BPO Operations Location: Chandigarh Work Type: Full-Time (Voice Process) Shift: Rotational Night Shifts Only Job Summary: We are seeking a Spanish Voice Senior Analyst to join our customer service team in a dynamic BPO environment. The role involves handling inbound/outbound customer calls in Spanish, understanding their concerns, and providing effective resolutions. 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.