Customer
The Customer Team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, GenAI, transformative technologies, and creative design. We enable Deloitte client service teams to enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital product and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects, balancing business strategy, technology, creativity, and ongoing managed services to help solve the biggest problems that impact customers, partners, constituents, and the workforce. We also offer Business Process as a Service, enabling organizations to streamline operations and achieve greater efficiency through scalable, technology-enabled managed insights that guide ongoing transformation and operational excellence.
Level: Associate or equivalent
We are seeking a proactive and detail-oriented Contact Center Analyst to join our team supporting vehicle recovery operations. In this role, you will engage with customers and stakeholders via outbound calls, document processes, and ensure smooth and professional communication throughout the recovery process. This is an excellent opportunity for individuals who thrive in fast-paced environments and are passionate about helping others.
Work you’ll do:
- Conduct outbound calls to customers and third parties to facilitate vehicle recovery processes.
- Communicate clearly and professionally in neutral English accent, both verbally and in writing, to ensure accurate information exchange and positive customer experiences.
- Document Standard Operating Procedures (SOPs): Maintain and update process documentation to support operational consistency and compliance.
- Record and track call outcomes and recovery progress in CRM or designated systems.
- Collaborate with internal teams and external partners to resolve issues and expedite recovery.
- Handle sensitive situations with empathy, discretion, and a problem-solving mindset.
- Meet or exceed performance metrics related to call quality, recovery rates, and documentation accuracy.
- Identify process improvements and share feedback to enhance customer experience and operational efficiency
The team:
Our Digital Foundry Operate & Innovations (DFO&I) team partners with organizations to rapidly design, build, and scale digital products and experiences that drive business growth and elevate customer engagement. As a multidisciplinary group of strategists, designers, engineers, and operations specialists, we deliver end-to-end solutions—from initial concept and agile development to ongoing digital operations—enabling clients to experiment, iterate, and scale digital initiatives with confidence and agility. We support clients across domains such as strategy, commerce, marketing, sales, and service, helping them realize their digital ambitions through flexible, scalable teams. Our expertise spans the full digital lifecycle, including customer research, experience design, platform development, content production, and marketing automation. By bridging the gap between strategy and execution, we empower organizations to achieve measurable outcomes and deliver exceptional customer experiences in an ever-evolving digital landscape.
Qualifications
Must Have Skills/Project Experience/Certifications:
- 1 to 3.5 years of experience in a contact center, customer service, or related environment.
- Strong communication skills in English (verbal and written) are essential.
- Experience with inbound outbound calls in a contact center or similar environment.
- Proven ability to document SOPs and maintain accurate records.
- Attention to detail and organizational skills.
- Proficiency with CRM systems and basic office software (e.g., MS Office, Google Workspace) is preferred.
- Ability to work independently and as part of a team.
- Able to work on night shift is a plus
Good to Have Skills/Project Experience/Certifications:
- Customer service mindset with the ability to handle challenging conversations professionally.
- · BA/B.Com/B.C.A./B.Sc/BBA (degree or equivalent from accredited university)
Location:
· Hyderabad//Chennai
Shift Timings:
- Flexible