Analyst Client Support Services

Key Responsibilities

• Provide timely and effective support to both new and existing clients for billing inquiries, service requests, sales support, installations, and communications.
• Ensure fair and effective resolution of customer claims and complaints, adhering to all applicable consumer laws.
• Cultivate strong customer relationships and maintain high levels of client satisfaction.
• Monitor and analyze key support performance indicators (KPIs) such as SLA adherence, first response time, resolution time, backlog management, and ticket volume trends.
• Identify recurring issues, escalation patterns, and repeat contacts to provide actionable root-cause analysis.
• Review overall support processes to pinpoint inefficiencies, bottlenecks, and quality improvements.
• Document and standardize support procedures to enhance operational efficiency.
• Develop and implement improvement plans based on customer feedback and survey results.
• Collaborate effectively with cross-functional and global teams to optimize service delivery in Mumbai.