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 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 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 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 The skills you'll need To be successful in this role, you’ll need to have excellent planning and organisational skills, along with valuable 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 data
Fresher's, 2024 or 2025 pass outs graduates in B.com, BA, BBA, Bsc Non-IT, Mass Comm, Journalism The ability to convey information in a simple and understandable way An understanding of contact centre operations and performance metrics
Microsoft Office skills, including PowerPoint, Excel and Word