Dear Candidates,

We are looking for a “Analyst – Customer Support Automation“  for our reputed   Client for Malad West, Mumbai location

Work Description:

• • Reduce need for live agent chats, calls with automated responses and process improvement
  • Create & optimize automation journeys for customer support chatbot
  • Conduct analysis for customer feedback, social media comments, live agent documentation
  • Create customer survey processes to measure customer satisfaction [Csat, NPS]
  • Conduct quality checks on customer support agent responses

  Candidature requirements:

• • 2+ years of exp. with a BPO, eCommerce, SaaS firm

• • Prior experience in self-service concept, journey automation, ChatBot [a must]

• • Prior experience in social media sentiment analysis, CSAT comments analysis

• • Fine balance between data analytics and intuitive consumer behaviour insight

• • Highly digital tools savvy to develop unified customer support experience

• • Passionate to work in startups and comfortable with ambiguity

 If interested kindly revert with your updated resume asap