Customer Service & Operations Analyst

Join us as a Customer Service & Operations Analyst (Webchat)

This is an opportunity to make a positive impact to our customers and colleagues, as you deliver successful customer and business outcomesYou’ll be actively participating in initiatives to improve customer service, processes and proceduresYou’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 in order to suggest improvements and increase efficiency.

You’ll Also Be

Identifying barriers to performance and coordinating improvements to enhance our efficiencyWorking closely with operational centres, providing coaching and support to increase efficiency and knowledgeKeeping accurate records of day to day operations, logging incidents and identifying trendsReviewing manual or ineffective processes which could be automated or enhancedMaintaining 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

Experience of analysing and using performance dataFresher's, 2024 or 2025 pass outs graduates in B.com, BA, BBA, Bsc Non-IT, Mass Comm, JournalismThe ability to convey information in a simple and understandable wayAn understanding of contact centre operations and performance metricsMicrosoft Office skills, including PowerPoint, Excel and Word