Customer Service & Operations Analyst

This is an opportunity to make a positive impact to our customers and colleagues, as you deliver successful customer and business outcomes

You ll be actively participating in initiatives to improve customer service, processes and procedures

You ll hone your existing analytical skills and be well positioned to advance your career in this fast-paced role

What youll do

In this key role, you ll be providing crucial support to customers and colleagues in our contact centres. You ll be responding to and investigating queries, providing support on business processes, policies and procedures and developing an understanding of customer and business needs in order to suggest improvements and increase efficiency.

You ll also be:

Identifying barriers to performance and coordinating improvements to enhance our efficiency

Working closely with operational centres, providing coaching and support to increase efficiency and knowledge

Keeping accurate records of day to day operations, logging incidents and identifying trends

Reviewing manual or ineffective processes which could be automated or enhanced

Maintaining a focus on improving our customer service and experiences

The skills youll need

To be successful in this role, you ll need to have excellent planning and organisational skills, along with good attention to detail. You ll perform well under pressure, and be confident in your ability to manage multiple tasks while maintaining high levels of accuracy throughout.

You ll also need:

Freshers, 2022 or 2023 pass outs with Post graduation in MBA,Msc Mathematics or Mcom

Experience of analysing and using performance data

The ability to convey information in a simple and understandable way

An understanding of contact centre operations and performance metrics

Microsoft Office skills, including PowerPoint, Excel and Word

Full time