Inbound Voice Analyst

About the Role

This position is for an Inbound Voice Analyst supporting a US customer care process. The role combines customer service with sales-oriented conversations, where the main objective is to assist callers, resolve their questions quickly, and identify opportunities to promote additional products and services.

What You Will Do

• Take incoming customer calls in a polite, professional, and service-focused manner.
• Pay close attention to customer needs, ask the right follow-up questions, and understand the reason for each contact.
• Share correct and prompt information about products, services, pricing, and promotional offers while looking for upsell opportunities.
• Address questions, hesitations, and objections with empathy and confidence to help move conversations toward closure.
• Record customer conversations, concerns, and sales details accurately in the CRM platform.
• Work toward individual and team sales goals, including upselling during every relevant call.
• Keep yourself updated on the company’s offerings and stay aware of broader market and industry practices.

Requirements

• Strong spoken and written English communication skills.
• Prior experience in customer support and sales, preferably in a call center setting.
• Good ability to juggle tasks, set priorities, and manage time well.
• Sound problem-solving ability and quick thinking in live customer conversations.
• Comfort with a fast-moving and high-pressure work environment.
• Willingness to work rotational shifts, including evenings, weekends, and holidays.
• Basic computer literacy and familiarity with CRM tools.
• A bachelor’s degree in any discipline is preferred.

Who Can Apply

Any graduate with the relevant communication, customer handling, and sales aptitude can apply.

Company Overview

eClerx is a business process management, automation, and analytics company serving Fortune 2000 enterprises across sectors such as financial services, communications, retail, fashion, media and entertainment, manufacturing, travel and leisure, and technology. Founded in 2000, the company is publicly traded on the Bombay and National Stock Exchanges of India and has a workforce of 13,000 people across Australia, Canada, Germany, India, Italy, the Netherlands, the Philippines, Singapore, Thailand, the UK, and the USA.