Sr. Associate - Service Delivery Analyst

Role overview

Sr. Associate - Service Delivery Analyst at Lowes India

Excellent communication skills.

This role requires strong communication skills, attention to detail, and a customer-centric approach to deliver a seamless experience.

Responsibilities

• Required Minimum Qualifications.
• Bachelor’s degree.
• Attention to Detail.
• Collaborative mindset.

Required qualifications

• The Central Quoting Coordinator must have excellent customer service and problem-solving skills to accomplish this.
• The Central Quoting Coordinator will receive regular feedback and coaching from his/her leader and must be receptive and able to continually incorporate the feedback to improve skills and enhance performance.
• Skill Set Required.

Employment details

• Location: Bengaluru [Karnātaka] [India]

Additional role details

• The primary purpose of the Central Quoting Coordinator is to facilitate oversight and support to PROviders and customers who purchase an in-home measurement.
• The Central Quoting Coordinator is responsible for tracking PROvider requests for support, documenting all interactions, addressing issues, and communicating with customers and service providers to ensure a measurement is completed.
• The Central Quoting Coordinator will collaborate directly with customers, service providers, and peers to deliver the desired customer experience.
• The Analyst is responsible for managing and resolving support requests initiated by Providers and Customers, ensuring that all measurement appointments are accurately scheduled and completed in a timely manner.
• Task Management: Review and take action on support requests created by Providers or Customers to ensure that measurement appointments are properly scheduled.
• Customer & Provider Communication: Make outbound calls to Customers to confirm measurement requirements, obtain updates from Providers, or facilitate three-way calls to complete appointment scheduling efficiently.
• Inbound Call Handling: Answer incoming customer calls, identify the reason for the call, and provide appropriate assistance or resolution.
• Refund Processing: Manage refund-related tasks and process refunds accurately through Internal tools used for this process.
• Documentation: Maintain thorough and accurate documentation for all interactions in relevant systems.
• Quality & Compliance Interactions are monitored by the Quality team and the supervisor to ensure compliance with process standards, communication skills , and customer experience guidelines.
• Analysts are assigned outbound support requests; daily volumes may fluctuate depending on business priorities and workload distribution. “ Re-Route on No Answer” inbound calls will be monitored as part of performance metrics to ensure service consistency and responsiveness. 3-5 years of experience in a call center, office administrative, high-volume retail, service support, or similar work environment.
• Education Qualification & Certifications .
• Proactive mindset.