Customer Service & Operations Analyst

Overview

Customer Service & Operations Analyst (Webchat) supporting customers and colleagues in contact centres by handling queries and driving process and efficiency improvements.

What you'll do

• Respond to and investigate customer queries and complaints.
• Provide support on business processes, policies, and procedures.
• Identify barriers to performance and coordinate improvements.
• Work with operational centres to provide coaching and support.
• Keep accurate records, log incidents, and identify trends.
• Review manual or ineffective processes for possible automation or enhancement.
• Maintain a focus on improving customer service and experiences.

What you'll need

• Excellent planning and organisational skills.
• Good attention to detail.
• Ability to perform well under pressure and manage multiple tasks with high accuracy.
• Experience of analysing and using performance data.
• Fresher/2024/2025 pass-out graduates in B.com, BA, BBA, Bsc (Non-IT), Mass Comm, or Journalism.
• Ability to convey information in a simple and understandable way.
• Understanding of contact centre operations and performance metrics.
• Microsoft Office skills, including PowerPoint, Excel, and Word.

Details

• Location: Gurugram.
• Hours: 45.