Operations Associate

Key Responsibilities: • Serve as the primary point of contact for customer inquiries via phone, email, and chat, providing timely and accurate information and solutions. • Resolve customer complaints and issues efficiently and empathetically, escalating complex cases to appropriate teams when necessary. • Maintain accurate customer records and document all interactions and resolutions in the CRM system. • Collaborate with internal departments to address customer needs and improve service delivery. • Assist in the development and implementation of customer service policies and procedures. • Identify recurring customer issues and suggest operational improvements to enhance customer satisfaction and reduce support volume. • Process customer requests, orders, and transactions accurately and in a timely manner. • Monitor service metrics and contribute to reports on customer service performance. • Participate in training sessions to stay updated on product knowledge, service standards, and operational changes. Requirements: • Bachelor’s degree in business administration, Communications, or a related field (or equivalent practical experience). • 1-3 years of experience in a customer service, operations, or administrative support role, preferably in a fast-paced environment. • Excellent verbal and written communication skills with a strong customer-first attitude. • Proven ability to multi-task, prioritize, and manage time effectively. • Proficiency in using CRM software (e.g., Freshdesk) and Microsoft Office Suite (Excel, Word, Outlook). • Strong problem-solving abilities and attention to detail. • Ability to work independently as well as collaboratively within a team. • Adaptability and willingness to learn new systems and processes quickly. • Experience in NBFC or FinTech is a plus Qualifications: Must be a Graduate