Operations Analyst

Responsibilities

1. Customer Support & Escalation Handling - ○ Serve as the primary contact for customer escalations received through email and IVR channels.○ Manage and resolve queries related to lounge access, card validation, and other service-related concerns.○ Handle urgent or high-impact escalations promptly, ensuring resolution within agreed SLAs and TATs.

2. Coordination & Stakeholder Communication -○ Providing support on Whatsapp groups○ Liaise with partner lounges, banking partners, and internal operations/product teams for issue resolution.○ Ensure seamless communication flow between all stakeholders and track issues end-to-end until closure.○ Escalate recurring or critical issues proactively to ensure timely management intervention.

3. Reporting & Documentation -○ Maintain accurate and up-to-date records of all customer interactions, complaints, and resolutions using CRM tools.○ Prepare daily, weekly, and monthly reports on escalation trends, turnaround times, and performance metrics.○ Support the management team with ad-hoc reporting and service analytics.

Experience and Skills

● Bachelor’s degree in any discipline from a recognized institution.

● Knowledge of SQL and Excel.

● 1-4 years of experience in customer support, escalation management, or operations.

● Hands-on experience in handling IVR (voice) and email-based customer escalations.

● Excellent communication and interpersonal skills with a problem-solving mindset.

● Proficiency in CRM tools, MS Excel, and performance reporting systems.

Strong coordination and

Job Type: Full-time

Pay: ₹400,000.00 - ₹550,000.00 per year

Work Location: In person