Customer Service & Operations Analyst

Job Description

Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive. This role is based in India and as such all normal working days must be carried out in India. Job Description Join us as a 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 you'll 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 you'll 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: Min 1 to Max 1.5 years of hands-on experience in international chat or international BPO Graduates or postgraduates from 2022, 2023 or 2024 batch will be preferred Flexibility to work in a 24*7 environment, including night shifts and on Indian festivals or holidays with weekly time off on rotational basis 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 Show more Show less