Lead - CS Ops

The Role:

We are seeking a dynamic and experienced  Customer Service Analyst ( Minimum 5+years) to join our team. This role requires strong communication skills and attention to detail, analytical skills, and a good understanding of processes and policies.

Roles and Responsibilities:

• Adhere to company standards for call /  transaction handling, including call time, first-call resolution rates, and merchant satisfaction metrics.

• Quick turnaround time to answer Merchant queries and maintain the right categorisation of tickets

• Keen attention to detail to execute transactions and proactive thinking.

• Attention to detail and ability to analyze information accurately.
• Strong problem-solving and decision-making skills.

• Strong proficiency/ experience  in handling merchants complaints and transaction requests  through voice and email response processes.
• Accurately document  interactions in the CRM system.
• Handle complaints and escalations professionally and effectively.
• Adhere to all company policies, procedures, and regulatory requirements.
• Identify and assess Merchant needs to achieve merchant satisfaction and deliver quality responses. Follow communication procedures and process guidelines.
• Go the extra mile to engage with Merchants and aim at Merchant Delight

Mandatory Qualifications:

• Minimum qualification - Bachelor's Degree

• Minimum of 5 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.
• Ability to multitask and manage time effectively.
• Ability to work collaboratively in a team environment.

• Knowledge of industry trends and best practices in fintech or banking preferable