The Associate Analyst – Managed Services is a client-facing operations role focused on running outbound phone campaigns to US-based customers to collect sales & use tax exemption certificates. The role owns end-to-end outreach and follow-up for assigned customers, ensuring the right certificates are collected, validated, and updated in the client systems.
In addition to outbound calls, the analyst supports email-based campaigns, exemption certificate validation, query resolution, and client account follow ups. Success in this role requires strong spoken and written English, a confident and professional phone presence, high attention to detail, and the ability to work to SLAs and volume targets in a fast paced, US-shift environment.
Responsibilities:
- Run outbound calling campaigns to US customers to request missing or expiring exemption certificates, clearly explain requirements, and guide customers on how to submit documents.
- Handle customer questions and objections on calls in a calm, respectful, and professional manner, providing clear next steps.
- Log call outcomes and updates in tools such as ECM, Salesforce, and internal MS tools, maintaining complete and accurate records.
- Coordinate phone and email outreach (including reminders and follow-ups) to maximize certificate collection and meet campaign goals.
- Review and validate exemption certificates and related documentation against defined policies, SOPs, and audit requirements.
- Manage client queries and follow-ups (primarily via email), ensuring timely, accurate, and professional responses.
- Monitor assigned client accounts for overall certificate and campaign health, identify gaps or risks, and flag them to leads/managers with clear context.
- Meet or exceed agreed SLAs and KPIs (e.g., call volume, connect rate, quality, and accuracy) and contribute to process improvements such as refining scripts, checklists, and documentation.
Requirements:
- Any Graduates, preferably Commerce / Finance / Accounting / Business will be with 1–2 years of experience in MNC / BPO / Shared Services / Customer Support / Collections / Tax or Compliance operations.
- Proven voice process experience (international US process strongly preferred); excellent spoken and written English with a clear, neutral accent and confident telephone presence.
- Strong customer-service mindset, resilience with high call volumes, and ability to plan work around SLAs and calling windows while surfacing risks early to leads/managers.
- Good analytical skills and high attention to detail; comfortable validating documentation and working with large volumes of data; proficient with Microsoft Excel / Google Sheets and familiar with CRM/ticketing tools (e.g., Salesforce) and collaboration platforms.
