Customer Care Analyst

About the role

The Customer Care Analyst ensures smooth operation and support of voice communication services. Working closely with customers and internal teams, the analyst resolves issues, monitors service quality and contributes to a positive customer experience.

Key responsibilities

• Handle incoming customer requests and make outbound calls to resolve issues.
• Provide support and basic troubleshooting for voice and service‑related inquiries.
• Maintain regular communication with customers, provide updates and ensure a positive experience.
• Document interactions, track recurring issues and contribute to service improvement.
• Collaborate with team members, share knowledge and support achievement of service objectives and SLAs.

Required profile

• Good understanding of customer service principles and best practices.
• Ability to use and troubleshoot voice communication systems.
• Strong verbal and written communication skills.
• Customer‑focused mindset with commitment to service quality and satisfaction.
• Results‑driven attitude and ability to meet performance targets.

Required skills

• Voice communication systems
• Call center software