About the role:
The Customer Service Analyst is responsible for analyzing customer service data to identify trends, patterns, and opportunities for improving customer satisfaction and operational efficiency. This role involves interactions with customers/merchants, generating reports, and providing end to end solutioning to queries and complaints.
What we are looking for:
- Graduate (Bachelor’s degree)
- Proven experience in a customer service
- Strong analytical skills with the ability to interpret & solve complex issues
- Excellent communication skills, both written and verbal
- Ability to work independently and as part of a team
- Strong attention to detail and problem-solving skills
What you will be doing:
- Rostered shift timings ( 9AM to 9PM).
- Fixed off on Sunday
- Respond to customer queries & complaints via available mediums (Chat/Email/Call)
- Identify trends, patterns and root cause of customer issues
- Collaborate with management to ensure targets are met
- Adhere to customer service policies and procedures
- Facilitate cross -departmental communication to enhance customer experience
- Utilize and manage customer service software and analytical tools effectively
- Experience in customer service in a fintech
- Knowledge of customer service best practices and industry standards
