Job Description: Customer Services Analyst (India – Remote)

Role: Customer Services Analyst
Company: Deltek
Location: India (Remote)

Company Summary

Deltek is the recognized global standard for project-based businesses, providing software and information solutions that help organizations achieve their purpose. Deltek’s diverse employees share a passion for learning, growth, and making a difference. Deltek has been named one of America’s Best Midsize Employers by Forbes, a Best Place to Work by Glassdoor, a Top Workplace by The Washington Post, and a Best Place to Work in Asia by World HRD Congress.

Business Summary

Deltek’s award-winning Support Services team provides exceptional assistance to customers worldwide through phone, chat, and email. The team is made up of diverse professionals from varying industries, backgrounds, and professions. The team thrives on collaboration, passion, and diversity.

Position Summary

We are seeking a dedicated and detail-oriented Customer Services Analyst to join our Operations team. The successful candidate will handle customer queries via various communication channels and manage support operational cases. The role involves research, data analysis, and applying solutions to requests for service, while displaying outstanding customer service.

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Key Responsibilities for Customer Services Analyst

• Customer Calls: Handle incoming customer calls and queries through the Customer Support Centre. Provide accurate and timely information regarding customer inquiries.
• Chat Functionality: Utilize chat functionality to communicate effectively with customers. Resolve customer issues and provide support through live chat.
• Support Operations Queue: Manage cases from the Support Operations Queue, including customer inquiries on self-service access, password resets, account and contact data management, and product download enablement. Ensure all cases are resolved in a timely manner.
• Ad-hoc Projects and Tasks: Participate in various ad-hoc projects and tasks as assigned. Collaborate with team members to improve customer service processes and systems.

Customer Services Analyst Qualifications

• Communication Skills: Excellent verbal and written communication skills.
• Problem-Solving Abilities: Strong problem-solving skills and attention to detail.
• Team Player: Ability to work independently and collaboratively as part of a team.
• Technical Proficiency: Experience with customer support software and chat tools. SharePoint experience is an advantage.
• Experience: Previous experience in a customer service role is preferred.

Applicant Privacy Notice

Deltek is committed to protecting and promoting your privacy. The company will process any personal data you provide during the application process in accordance with applicable laws and the statements in the Employment Candidate Privacy Notice.

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Interview Questions and Sample Answers for Customer Services Analyst

1. What would you do if a customer was dissatisfied with the solution provided?
   • Answer: I would first apologize for their dissatisfaction and listen attentively to their concerns. Then, I would work with them to find an alternative solution that better meets their needs. If needed, I would escalate the issue to a higher team or supervisor to ensure they receive the best possible resolution.
2. What interests you about the Customer Services Analyst position at Deltek?
   • Answer: I am passionate about providing excellent customer service and I believe that my strong communication and problem-solving skills align well with the role. I admire Deltek’s reputation for creating a positive, inclusive work environment and would love to contribute to the company’s success by delivering exceptional support to customers.
3. How do you manage difficult customer situations?
   • Answer: In difficult situations, I remain calm and focused, listen carefully to the customer’s issue, and show empathy. I always strive to understand their perspective, offer clear solutions, and ensure that their concerns are fully addressed. If needed, I follow up to ensure customer satisfaction.
4. Can you give an example of a time you resolved a challenging issue for a customer?
   • Answer: At my previous job, a customer had trouble accessing their account and needed urgent help. I quickly verified their details and identified a password reset issue. I guided them through the process, and after confirming the problem was resolved, I ensured they had no further questions. The customer was extremely grateful for the prompt service.
5. What tools or systems are you familiar with in customer support?
   • Answer: I have experience with various customer support tools like Zendesk, Freshdesk, and live chat systems. I also have basic familiarity with SharePoint, which would be useful for managing knowledge bases and collaborating with team members.
6. How do you prioritize your tasks in a high-pressure environment?
   • Answer: I assess the urgency of each case based on the customer’s needs and deadlines. I tackle the most time-sensitive issues first, ensuring that I’m delivering quality service while managing multiple tasks efficiently. I use task management tools and keep an organized to-do list to stay on track.
7. Why is attention to detail important in customer service?
   • Answer: Attention to detail ensures that I provide accurate information and solutions. It also helps me avoid misunderstandings or errors that could lead to customer frustration. By being meticulous in my work, I ensure that the customer’s needs are fully addressed and that I provide them with a seamless experience.
8. How do you handle a situation where you don’t know the answer to a customer’s question?
   • Answer: I remain honest and transparent with the customer, letting them know that I’ll find the correct information for them. I then quickly research the issue, consult colleagues or resources, and follow up with the customer promptly with a solution.
9. What do you think is the most important skill for a Customer Services Analyst?
   • Answer: I believe the most important skill is effective communication. A customer service role requires not only listening to understand the customer’s needs but also conveying information clearly and concisely. It’s crucial to ensure that customers feel heard and that their issues are resolved efficiently.
10. Describe a time you worked as part of a team to improve a customer service process.
    • Answer: In my previous job, our team identified a recurring issue with account verification. We collaborated to create a more efficient verification process, which reduced wait times for customers and minimized errors. This initiative improved overall customer satisfaction and boosted our team’s performance.