Customer Service & Operations Analyst, Webchat

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 centers. 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 centers, 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 organizational skills, along with good attention to detail.

• Excellent written communication skills
• Minimum 6 months to 1 or 1.5 years hands on experience in an International Chat or Email process
• Any graduation or post graduation. Preferred 2023 or 2024 pass outs
• Comfortable working in 24*7 shifts
• Microsoft Office skills, including PowerPoint, Excel and Word