Customer Service Analyst – Voice Process

Role Overview eClerx is looking for a driven and detail-oriented Customer Service Analyst to join its Customer Operations team in Navi Mumbai. This is a full-time, night shift position suited for fresh graduates or early-career professionals eager to build a career in voice-based customer support within the cable and telecom domain. The ideal candidate brings strong verbal communication skills, a problem-solving mindset, and the ability to thrive in a fast-paced, SLA-driven environment. Key Responsibilities As a Customer Service Analyst, you will serve as a real-time support liaison between field technicians and customers, ensuring seamless service delivery from appointment scheduling through job completion. You will monitor technician progress across assigned jobs, proactively reaching out to customers ahead of appointment windows to confirm availability and manage expectations. Technical troubleshooting at the Tier 1.5 level will be a core part of your day-to-day work, including diagnosing service issues using internal diagnostic tools and provisioning equipment on customer accounts post-installation. You will audit work orders for accuracy, certify job completions by verifying signal levels, and coordinate with cross-functional teams such as DOJ/DOI for provisioning-related escalations. Daily completion reports will be compiled and shared with the APM/PM, and all cancelled appointment data will be tracked and reported. Maintaining strict adherence to information security protocols and quality standards is expected at all times. Required Qualifications Graduation in any discipline is required. Candidates with 0 to 2 years of experience in a voice process, customer service, or telecom/cable support role are encouraged to apply. Strong spoken and written English communication skills are essential, as is the ability to multi-task effectively during live calls. A working knowledge of web technologies, cable infrastructure, and basic Excel is expected. Candidates must be comfortable working in 24x7 rotational night shifts and demonstrate reliability in attendance and punctuality. Why Join Us eClerx is a globally recognised knowledge process management company with a strong presence in the IT services and consulting space. Joining the Customer Operations division offers structured learning, exposure to international clients in the telecom and cable industry, and a clearly defined growth path. The organisation fosters a culture of continuous improvement, accountability, and professional excellence — making it an ideal launchpad for customer service and operations careers.

Any graduate degree from a recognised university 0 to 2 years of experience in a voice-based customer service or telecom support role Strong verbal and written communication skills in English Hands-on experience with troubleshooting processes or technical support Familiarity with cable or telecom industry operations Basic proficiency in Microsoft Excel Ability to multi-task, including note-taking during live calls Strong problem-solving skills and ability to perform root cause analysis Understanding of web technology and cable or broadband setup Ability to adapt quickly to changing business processes and requirements Reliable attendance and punctuality with flexibility for night shifts Professional conduct and interpersonal behaviour