Analyst - CS Ops

Razorpay was founded by Shashank Kumar and Harshil Mathur in 2014. Razorpay is building a new-age digital banking hub (Neobank) for businesses in India with the mission is to enable frictionless banking and payments experiences for businesses of all shapes and sizes. What started as a B2B payments company is processing billions of dollars of payments for lakhs of businesses across India.

The Role:

We are seeking a dynamic and experienced Customer Service Analyst to join our team. This role requires strong communication skills and attention to detail, analytical skills, and a good understanding of processes and policies.

Roles and Responsibilities:

- Adhere to company standards for call / transaction handling, including call time, first-call resolution rates, and merchant satisfaction metrics.
- Quick turnaround time to answer Merchant queries and maintain the right categorisation of tickets
- Keen attention to detail to execute transactions and proactive thinking.
- Attention to detail and ability to analyze information accurately.
- Strong problem-solving and decision-making skills.
- Strong proficiency/ experience in handling merchants complaints and transaction requests through voice and email response processes.
- Accurately document interactions in the CRM system.
- Handle complaints and escalations professionally and effectively.- Adhere to all company policies, procedures, and regulatory requirements.- Identify and assess Merchant needs to achieve merchant satisfaction and deliver quality responses. Follow communication procedures and process guidelines.- Go the extra mile to engage with Merchants and aim at Merchant Delight

Mandatory Qualifications:

- Minimum qualification - Bachelors Degree
- Minimum of 1.5 to 3 years of experience, preferably in the fintech or banking domain.
- Experience in monitoring transactions and ensuring compliance with relevant regulations.
- Excellent communication skills, both written and verbal.- Ability to multitask and manage time effectively.- Ability to work collaboratively in a team environment.- Knowledge of industry trends and best practices in fintech or banking preferable