Analyst - Customer Care

Responsibilities

• ✓Handle inbound customer calls and make outbound calls to work through open customer care requests efficiently
• ✓Apply troubleshooting knowledge to diagnose and help resolve issues within the voice communication system
• ✓Keep customers updated throughout an open issue so they always know where things stand
• ✓Log voice-process documentation clearly, including reports on system performance and recurring issue patterns
• ✓Share what you learn from difficult cases with teammates so the whole team improves over time
• ✓Support newer colleagues by walking them through troubleshooting steps you've already worked out yourself
• ✓Track your own performance against customer satisfaction metrics and service-level targets consistently

Who You Are

• ✓Understand core customer service principles well enough to keep a frustrated caller calm and on track
• ✓Have working knowledge of voice communication systems and basic troubleshooting steps for common failures
• ✓Write and speak clearly enough that customers and teammates never have to guess what you mean
• ✓Know what customer satisfaction metrics like NPS measure and why teams track them closely
• ✓Stay focused on hitting agreed outcomes rather than just closing calls as quickly as possible
• ✓Be willing to document your work consistently, even when a case gets resolved quickly
• ✓Adapt to shifting priorities during a busy shift without losing track of open customer issues

Nice-To-Haves

• ✓A certification in customer service or a closely related field, though it isn't required to apply
• ✓Any formal training already completed in voice communication systems or contact-centre technology
• ✓Prior experience working toward NPS or similar customer satisfaction targets in a support role
• ✓Comfort working rotational shifts, which is common for voice-based customer support roles in India

About HCLTech

HCLTech is a global technology company with more than 223,000 employees spread across 60 countries. It delivers digital, engineering, cloud and AI services to clients across sectors such as financial services, manufacturing, healthcare, telecom and retail. For the twelve months ending June 2026, the company reported consolidated revenue of $14.8 billion.