Job Description

Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive. This role is based in India and as such all normal working days must be carried out in India. Join us as a Customer Service & Operations Senior Analyst

• We\xe2\x80\x99ll look to you to deliver successful outcomes for your customers by investigating their queries and understanding their needs
• You\xe2\x80\x99ll be liaising with customers and businesses to accurately collect information in order to solve their queries
• You\xe2\x80\x99ll be able to showcase your knowledge and enthusiasm as you deal with a variety of different customers on a daily basis
• This role is available at senior analyst level

What you\'ll do

As a Customer Service & Operations Senior Analyst, you\xe2\x80\x99ll be responding to queries from customers promptly and tactfully within our SLAs. We\xe2\x80\x99re looking for someone with strong interpersonal skills to listen to our customers, develop relationships with them and maintain an understanding of their needs at all times. Your day-to-day will include:

• Authorising and investigating all transactions to our KPIs
• Collecting and analysing the required information from the customers and businesses
• Reviewing processes which could be automated or enhanced to improve the customer and business experience
• Performing transactions and owning accuracy to deliver customer satisfaction while continually identifying ways to improve customer experience and ensure no stakeholder complaints
• Identifying skill gaps and undergoing the necessary training to improve efficiency and capability

The skills you\'ll need

In order to excel in this role, you\xe2\x80\x99ll have strong customer service abilities along with customer and industry knowledge. You\xe2\x80\x99ll also work well in a fast-paced environment and have good organisational skills to deliver to deadlines. You\xe2\x80\x99ll also demonstrate:

• An awareness of changes in trends, policies and regulations
• Problem solving skills with the ability to resolve complex queries, issues, and errors
• An understanding of our industry and its customers
• Experience of managing stakeholder relationships