Customer Service & Operations Analyst, (Webchat)

Role Overview: Join us as a Customer Service & Operations Analyst. This role provides you with an opportunity to contribute positively to customer and business outcomes by actively participating in initiatives aimed at improving customer service, processes, and procedures. By honing your analytical skills, you will be well positioned to advance your career in this fast-paced role. Key Responsibilities: - Providing crucial support to customers and colleagues in contact centers by responding to and investigating queries - Offering support on business processes, policies, and procedures - Developing an understanding of customer and business needs to suggest improvements and enhance efficiency - Identifying barriers to performance and coordinating improvements - Working closely with operational centers to provide coaching and support for increased efficiency and knowledge - Maintaining accurate records of daily operations, logging incidents, and identifying trends - Reviewing manual or ineffective processes for automation or enhancement - Maintaining a focus on improving customer service and experiences Qualifications Required: - Excellent planning and organizational skills with good attention to detail - Strong written communication skills - Minimum 6 months to 1.5 years of hands-on experience in an International Chat or Email process - Graduation or post-graduation qualification, preferred 2023 or 2024 pass outs - Comfortable working in 24*7 shifts - Proficiency in Microsoft Office tools such as PowerPoint, Excel, and Word,