Customer Service & Operations Analyst

About the Role

• Opportunity to make a positive impact to customers and colleagues.
• Deliver successful customer and business outcomes.
• Actively participate in initiatives to improve customer service, processes, and procedures.
• Hone existing analytical skills.

What You'll Do

• Provide crucial support to customers and colleagues in contact centres.
• Respond to and investigate queries.
• Provide support on business processes, policies, and procedures.
• Develop an understanding of customer and business needs to suggest improvements and increase efficiency.
• Identify barriers to performance and coordinate improvements to enhance efficiency.
• Work closely with operational centres, providing coaching and support to increase efficiency and knowledge.
• Keep accurate records of day-to-day operations, logging incidents, and identifying trends.
• Review manual or ineffective processes which could be automated or enhanced.
• Maintain a focus on improving customer service and experiences.

Qualifications

• Fresher's, 2025 or 2026 pass-outs graduates in B.Com, BA, BBA, BSc Non-IT, Mass Comm, Journalism.
• 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.
• Excellent planning and organisational skills.
• Good attention to detail.
• Ability to perform well under pressure.
• Confidence in the ability to manage multiple tasks while maintaining high levels of accuracy.