Customer Service & Operations Senior Analyst

Our people work differently depending on their jobs and needs. From home working to job sharing, visit the remote and flexible working page on our website to find out more. This role is based in India and as such all normal working days must be carried out in India. Join us as a Customer Service & Operations Senior Analyst
• We’ll look to you to deliver successful outcomes for your customers by investigating their queries and understanding their needs
• You’ll be liaising with customers and businesses to accurately collect information in order to solve their queries
• You’ll be able to showcase your knowledge and enthusiasm as you deal with a variety of different customers on a daily basis
What you'll do
As a Customer Service & Operations Senior Analyst, you’ll be responding to queries from customers promptly and tactfully within our SLAs. We’re looking for someone with strong interpersonal skills to listen to our customers, develop relationships with them and maintain an understanding of their needs at all times. Your day-to-day will include:
• Authorising and investigating all transactions to our KPIs
• Collecting and analysing the required information from the customers and businesses
• Reviewing processes which could be automated or enhanced to improve the customer and business experience
The skills you'll need
In order to excel in this role, you’ll have strong customer service abilities along with customer and industry knowledge. Along with at least three years' experience in payment processing, you'll have the ability to work well in a fast-paced environment. You’ll also demonstrate:
• An awareness of changes in trends, policies, and regulations
• An understanding of our industry and its customers
• Good organisation skills to deliver to deadlines
• The flexibility to cover a variety of shift patterns
• Experience of managing stakeholder relationships