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. We are a full-stack financial services organisation, committed to helping Indian businesses with comprehensive and innovative payment and business banking solutions built over robust technology to address the entire length and breadth of the payment and banking journey for any business. Over the past year, we've disbursed loans worth millions of dollars in loans to thousands of businesses. In parallel, Razorpay is reimagining how businesses manage money by simplifying business banking (via Razorpay X) and enabling capital availability for businesses (via Razorpay Capital). The Role As a Analyst, we are looking for a proactive and dynamic candidate who can learn quickly and adapt to the fast paced environment here at Razorpay. Roles And Responsibilities Resolve Merchant tickets and calling the merchant. Quick turnaround time to answer Merchant queries and maintain the right categorisation of tickets - Follow communication procedures and guidelines Handling Irate Customers: Effectively manages irate customers over calls by empathizing, pacifying concerns and communicate with clarity Identify issue breakages by assessing the ticket volumes/trends and RCA the tickets/issues to analyse the scope of improvements( System/Process/Agent) Collect and pass feedback to the respective stakeholders bring in impactful solutions You will be able to interact with some of the largest new age businesses in the country. Mandatory Qualifications Minimum qualification - Bachelor's Degree Minimum of 6-18 months 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 and stakeholder management Ability to multitask and manage time effectively. Attention to detail and ability to analyze information accurately. Strong problem-solving and decision-making skills. Ability to work collaboratively in a team environment. Knowledge of industry trends and best Razorpay believes in and follows an equal employment opportunity policy that doesn't discriminate on gender, religion, sexual orientation, colour, nationality, age, etc. We welcome interests and applications from all groups and communities across the globe. Follow us on LinkedIn & Twitter Show more Show less