eClerx has an analyst opportunity in its Customer Operations team in Mumbai, Maharashtra. The role is described as Customer Service Analyst – Voice Process and focuses on providing real-time support to field technicians, troubleshooting customer service issues, coordinating appointments, and maintaining service quality.
This position may interest candidates who have good communication skills, basic Excel knowledge, problem-solving abilities, and an understanding of cable or telecom services.
The role involves night shifts and flexibility for 24×7 operations. Applicants should review the responsibilities and shift requirements carefully before applying.
eClerx Analyst Job Details
| Job Detail | Information |
|---|---|
| Company | eClerx |
| Job Title | Customer Service Analyst – Voice Process |
| Designation | Analyst |
| Department | Customer Operations |
| Job Location | Mumbai, Maharashtra, India |
| Employment Type | Full-time |
| Management Level | A |
| Shift | Night shift; flexibility for 24×7 shifts |
| Travel Requirement | Not required, as listed |
| Experience | Not specified in the supplied description |
| Qualification | Not specified in the supplied description |
| Salary/CTC | Not disclosed |
| Application Deadline | Not specified |
| Official Careers Website | eClerx Careers |
About eClerx
eClerx is a global services company that provides technology, data analytics, and process management services to businesses across multiple industries, including financial services, telecommunications, retail, and technology.
The company focuses on helping clients improve business operations, efficiency, and customer service through process expertise and technology-enabled solutions.
Its customer operations teams support client service activities, including customer interactions, operational coordination, issue resolution, and service delivery.
About the Customer Service Analyst Role
The Customer Service Analyst – Voice Process position focuses on supporting field technicians and customers while ensuring service appointments and work orders are handled correctly.
The analyst will interact with technicians in the field, check service status using diagnostic tools, troubleshoot Tier 1.5 technical issues, and coordinate with customers when appointments need confirmation or rescheduling.
The role also involves updating internal and client systems, verifying equipment information, checking signal levels, auditing work orders, and ensuring that completed jobs meet quality standards.
Candidates should be comfortable handling inbound calls, making outbound calls, recording information accurately, and working in a night-shift environment.
Job Responsibilities
The key responsibilities listed in the job description include
- Provide real-time support to field technicians.
- Check customer service status using diagnostic tools.
- Troubleshoot customer service issues at the Tier 1.5 support level.
- Take appropriate steps to resolve customer problems.
- Communicate observations and updates to clients.
- Update service status in internal and client tools.
- Maintain quality standards and comply with service-level agreements (SLAs).
- Follow information security requirements.
- Track technicians and their assigned jobs.
- Answer inbound calls from technicians and customers.
- Contact customers to confirm appointments and communicate delays.
- Provision equipment on customer accounts after technician installation.
- Audit work orders and correct errors when required.
- Check equipment signal levels and certify jobs as completed.
- Follow up with technicians when jobs take longer than expected.
- Contact customers before appointment windows end to confirm technician arrival.
- Reschedule appointments when customers are unavailable or technicians cannot attend.
- Coordinate technician reassignment based on availability.
- Work with the DOJ/DOI team to resolve equipment provisioning issues.
- Prepare daily completion reports for the APM/PM.
- Compile and share information about cancelled appointments.
Required Skills
Candidates should have the following skills and capabilities.
Communication Skills
- Good spoken and written communication.
- Strong listening and comprehension abilities.
- Professional communication with customers, technicians, and stakeholders.
- Ability to communicate concerns and service updates clearly.
Technical and Troubleshooting Skills
- Understanding of web technology and cable setup.
- Experience in troubleshooting-related processes.
- Familiarity with the cable or telecom industry.
- Ability to understand service issues and select suitable solutions.
- Basic knowledge of Microsoft Excel.
Operational Skills
- Ability to manage multiple tasks during calls.
- Accurate record-keeping and system updates.
- Understanding of service quality and SLA requirements.
- Ability to learn process information quickly.
- Strong attendance, punctuality, and reliability.
- Flexibility to work night and 24×7 shifts.
Eligibility Criteria
The supplied job description does not specify a minimum educational qualification or a fixed number of years of experience.
However, candidates should assess whether they meet the role’s stated skill expectations, including communication, troubleshooting, basic Excel, and familiarity with cable or telecom services.
Experience in a troubleshooting-related process or the cable and telecom industry is specifically mentioned in the skills section.
Can freshers apply?
The supplied description does not explicitly confirm fresher eligibility. Candidates without work experience should check the official vacancy details or confirm eligibility with the recruitment team before applying.
Salary and Benefits
The salary/CTC has not been disclosed in the official job notification.
The supplied description does not specify a confirmed salary range, night-shift allowance, incentive structure, or role-specific benefits.
Candidates should ask the recruitment team about the compensation package, shift allowances, working hours, weekly offs, and any applicable benefits during the hiring process.
Selection Process
The supplied vacancy description does not provide a role-specific selection process.
According to eClerx’s general recruitment information, hiring may involve an initial review of skills and experience, a recruiter conversation, assessments of relevant competencies, and an interview with the hiring manager. The exact stages can vary by role and region.
Candidates should follow the instructions given for this particular vacancy and prepare to discuss their communication, troubleshooting, customer service, and problem-solving abilities.
Who Should Apply?
This opportunity may be suitable for:
- Candidates interested in customer service and voice-process jobs.
- Applicants with strong communication and listening skills.
- Candidates with experience in technical support or troubleshooting.
- Applicants familiar with cable, broadband, or telecom services.
- Candidates comfortable handling inbound and outbound calls.
- Job seekers with basic Excel and record-management skills.
- Applicants willing to work night shifts and rotational schedules.
- Candidates who can coordinate with technicians and customers while meeting service standards.
Candidates who cannot work night shifts or support 24×7 operations should confirm the shift arrangements before applying.
Resume Tips for Applicants
Use these tips to prepare a relevant resume:
- Highlight communication skills: Mention customer support, call handling, or stakeholder communication experience where applicable.
- Describe troubleshooting experience: Include genuine examples of diagnosing issues, following procedures, and resolving customer problems.
- Mention industry exposure: Highlight any actual experience with telecom, cable, broadband, technical support, or field-service operations.
- Include Excel skills: List the Excel functions and tasks you can confidently perform.
- Show process Accuracy: Describe experience maintaining records, updating systems, auditing information, or meeting SLAs.
- Demonstrate coordination skills: Include examples of scheduling, follow-ups, escalation handling, or working with different teams.
- State shift flexibility honestly: If you are comfortable with night or rotational shifts, make that clear.
- Keep the resume accurate: Do not claim technical expertise or work experience you cannot explain during an interview.
How to Apply for the eClerx Analyst Job
Follow these steps:
- Visit the official eClerx careers website.
- Search for the Analyst or Customer Service Analyst – Voice Process vacancy.
- Filter the available openings by Mumbai, Maharashtra.
- Confirm that the responsibilities match the customer and technician support role described here.
- Review the current eligibility criteria, shift arrangements, and application status.
- Submit your updated resume through the official application process.
- Monitor your email and phone for recruitment updates.
Use the official careers portal to verify the exact vacancy before submitting personal information.
Apply Now
Official eClerx Careers Portal: Analyst
Search for Analyst – Voice Process in Mumbai and verify the current vacancy details. The supplied description does not include a specific application deadline or direct application URL for this role.
Important Note
This article is based on the Customer Service Analyst – Voice Process description supplied for the Mumbai location.
The minimum qualification, experience requirement, salary, application deadline, and role-specific selection stages were not specified in the supplied description. Candidates should verify these details on the official eClerx careers website before applying.
Disclaimer
The information provided in this post is for informational purposes only and is based on publicly available job information. JobHunt Daily does not guarantee selection or employment.
Candidates should verify the latest job details on the company’s official careers website before applying. We do not charge any fee for providing job information.
Frequently Asked Questions (FAQs)
Q1. What is the job role at eClerx?
The position is Customer Service Analyst – Voice Process under the Analyst designation.
Q2. Where is the job located?
The listed location is Mumbai, Maharashtra, India.
Q3. Is this a full-time job?
Yes. The supplied description identifies the role as full-time.
Q4. What are the shift timings?
The role is listed as a night-shift position and requires flexibility for 24×7 shifts. Exact working hours are not provided.
Q5. What are the main responsibilities?
The work includes supporting field technicians, troubleshooting customer service issues, managing appointments, updating systems, provisioning equipment, auditing work orders, and maintaining service quality.
Q6. What skills are required?
Important skills include communication, problem-solving, basic Excel, troubleshooting, process learning, and familiarity with web technology and cable setup.
Q7. Is previous telecom experience required?
Experience in a cable or telecom industry is mentioned in the skills section. The supplied description does not specify a formal minimum duration of experience.
Q8. Can freshers apply?
The supplied description does not explicitly confirm fresher eligibility. Check the official vacancy or contact the recruitment team.
Q9. What is the salary for this position?
The salary/CTC has not been disclosed in the official job notification.
Q10. What is the application deadline?
No application deadline is stated in the supplied description. Check the official careers portal for the current status.
Q11. Where can I apply?
Visit the official eClerx careers website and search for the Analyst – Voice Process opening in Mumbai.
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