Customer Service & Operations Analyst

About the Role

Join us as a Customer Service & Operations Analyst. This is an opportunity to make a positive impact on our customers and colleagues, delivering successful customer and business outcomes. You’ll be actively participating in initiatives to improve customer service, processes, and procedures. You’ll be handling customer queries and complaints.

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 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

Requirements & Tech Stack

• Microsoft Office skills, including PowerPoint, Excel, and Word
• An understanding of contact centre operations and performance metrics
• The ability to convey information in a simple and understandable way

Qualifications

• 2025 or 2026 graduates with a degree in B.Com, BA, BBA, BSc Non-IT, Mass Comm, Journalism
• Freshers or candidates with less than 1 year of work experience
• 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