Customer Service & Operations Analyst

About the Role

• An opportunity to make a positive impact on customers and colleagues by delivering successful customer and business outcomes.
• Actively participate in initiatives to improve customer service, processes, and procedures.
• Hone analytical skills and advance career in a fast-paced role.

Key Responsibilities

• 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 for potential automation or enhancement.
• Maintain a focus on improving customer service and experiences.

Requirements & Tech Stack

• Microsoft Office skills, including PowerPoint, Excel, and Word.
• Experience of analysing and using performance data.
• An understanding of contact centre operations and performance metrics.

Qualifications

• Excellent planning and organisational skills.
• Good attention to detail.
• Ability to perform well under pressure.
• Confidence in managing multiple tasks while maintaining high levels of accuracy.
• The ability to convey information in a simple and understandable way.
• Graduates (B.com, BA, BBA, Bsc Non-IT, Mass Comm, Journalism) or Post-graduates (MBA) from 2025 or 2026 pass outs.