customer service analyst

Accenture

<p><b>Skill required:</b> SME - Service Desk Non-Voice Support<br>
<b>Designation:</b> IT Customer Service Analyst<br>
<b>Qualifications:</b>Any Graduation
<br>
<b>Years of Experience:</b>3 to 5 years
<br>
<b>About Accenture</b><br>
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song&mdash; all powered by the world&rsquo;s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
<br>
<b>What would you do?</b> &bull; Self-motivated to work independently with minimal supervision &bull; Strong work ethic taking personal accountability for accuracy and high-quality outputs and demonstrating integrity to core team values &bull; Excellent time management skills ability to proactively and independently manage workload and targets<br>
<b>What are we looking for?</b> &bull; Provide quality customer service to our end users, which drives customer experience and key metrics that will be measured for accuracy and timeliness &bull; Assist agents with questions and best practices provide coaching and guidance to handling customers, resolving queries and fostering a positive customer client and internal stakeholder relationship &bull; Innovate Identify and recommend process improvements &bull; Maintains an awareness of the client&rsquo;s business operational activities and processes. &bull; Communicate relevant information to Team Leads and escalate issues or complex delivery items &bull; This will be based in Hyderabad Client office &bull; Must be flexible to work in Night shift between 8 PM (IST) &ndash; 4.00 AM (IST) including weekends and holidays (It&rsquo;s a 5-day working day week which may include weekends) Excellent interpersonal skills and the ability to express ideas and concepts both orally and in writing recognizing the audience and communicating appropriately
<br>
<b>Roles and Responsibilities:</b> &bull; Familiarity with issue tracking tools (e.g., Jira, ServiceNow) and labeling/annotation user interfaces. &bull; Understanding of priority/severity frameworks and classification schemas. &bull; Experience in QA testing, triage, bug reproduction, or labeling workflows. &bull; Understanding of GenAI concepts (prompt engineering, LLM behavior, model evaluation) and popular GenAI tools (ChatGPT, Claude, Gemini, etc.).</p>
<br>
Any Graduation

IT Customer Service Analyst

American Express

<div><p>At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.
<br>
Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.
</p><p><b>How will you make an impact in this role?
</b></p><p>We are looking for a colleague who is passionate about customers and interested in owning all aspects of customer relationships. In this role, the successful candidate will ensure extraordinary service by promptly and accurately responding to requests from merchants, onboarding the merchant accounts on the system, evaluating and analyzing merchant account information and recommending tailored solutions to merchants that add value to their business.
</p><p><b>Key Role &amp; Responsibilities:
</b></p><ul><li><p>Supporting the merchant business for EMEA market.<br>
<br>
</p></li><li><p>Perform Know your Customer (KYC) and Anti-Money Laundering (AML) due diligence and ensure merchant accounts are set up in line with the CHC guidelines for EMEA market.
</p></li><li><p>Providing best merchant experience by resolving financial and maintenance queries for EMEA based merchants.
</p></li><li><p>Perform analysis and due diligence including merchant outreach for suspense accounts.
</p></li><li><p>Liaising with the various affiliation channels to ensure this process runs smoothly (Third parties, Client Managers, Acquisition teams etc.)
</p></li><li><p>Ensure customers, stakeholders and colleague metrics such as Occupancy, UPH (Unit per Hour) and Quality are met.<br>
<br>
</p></li></ul><p><b>Minimum Qualifications:
</b></p><ul><li><p>Graduate / post-graduate.
</p></li></ul><p><b>Preferred Qualifications
</b></p><ul><li><p>Strong interpersonal, communication and listening skills
</p></li><li><p>Good Analytical Skills with Eye for Details.
</p></li><li><p>Proficient in MS Office Tools, PowerPoint, and Excel. (able to easily analyze data, skilled at formatting, formulas) &middot;
</p></li><li><p>High levels of personal accountability and attention to detail are needed, along with the ability to manage multiple tasks simultaneously
</p></li><li><p>Outside rules-based box thinking, teamwork, curiosity &amp; adaptability
</p></li><li><p>Good understanding of merchant business and USA Tax preferred but not vital.
</p></li><li><p>Demonstrated ability to effectively work in strenuous and challenging conditions.
</p></li></ul><p></p><p>American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.
</p><p>Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.</p></div>

Customer Service Analyst T3-I

NatWest Group

<p></p><div><p>Join us as a Customer Service &amp; Operations Analyst</p><p></p><ul><li>
We&rsquo;ll look to you to deliver successful outcomes for your customers by investigating their queries and understanding their needs</li><li>
You&rsquo;ll be liaising with customers and businesses to accurately collect information in order to solve their queries</li><li>
You&rsquo;ll be able to showcase your knowledge and enthusiasm as you deal with a variety of different customers on a daily basis</li><li>
We're offering this role at senior analyst level</li></ul><p></p><h2 class="jobSectionHeader"><b>
What you'll do</b></h2><p></p><p>
As a Customer Service &amp; Operations Analyst, you&rsquo;ll be responding to queries from customers promptly and within our service targets. We&rsquo;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.</p><p></p><p>
Day-to-day, you&rsquo;ll be:</p><p></p><ul><li>
Authorising and investigating transactions</li><li>
Collecting and analysing the required information from the customers and businesses</li><li>
Reviewing processes which could be automated or enhanced to improve the customer and business experience</li></ul><p></p><h2 class="jobSectionHeader"><b>
The skills you'll need</b></h2><p></p><p>
In order to excel in this role, you&rsquo;ll have strong customer service abilities along with customer and industry knowledge. You&rsquo;ll also work well in a fast-paced environment and have good organisational skills to deliver to deadlines.</p><p></p><p>
You&rsquo;ll also demonstrate:</p><p></p><ul><li>
Minimum of 4 years of experiences in financial crime and transaction monitoring investigations</li><li>
An awareness of financial crime trends, policies and regulations</li><li>
An understanding of our industry and its customers</li><li>
Experience of managing stakeholder relationships</li></ul></div><p></p>

Customer Service & Operations Analyst

<p><b>Skill required:</b> Voice - Customer Service<br>
<b>Designation:</b> Customer Service Senior Analyst<br>
<b>Qualifications:</b>Any Graduation
<br>
<b>Years of Experience:</b>5 to 8 years
<br>
<b>About Accenture</b><br>
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song&mdash; all powered by the world&rsquo;s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
<br>
<b>What would you do?</b> You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers &amp; giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s. Looking for a candidate who is good in communication and has good knowledge on metrics of Customer Support Customer service refers to the assistance and support provided by a business or organization to its customers before, during, and after a purchase or use of a product or service. It involves addressing inquiries, resolving issues, and ensuring customer satisfaction to build and maintain positive relationships.<br>
<b>What are we looking for?</b> &bull;Ability to establish strong client relationship &bull;Ability to handle disputes &bull;Ability to manage multiple stakeholders &bull;Ability to meet deadlines &bull;Ability to perform under pressure
<br>
<b>Roles and Responsibilities:</b> &bull;In this role you are required to do analysis and solving of increasingly complex problems &bull; Your day to day interactions are with peers within Accenture &bull; You are likely to have some interaction with clients and/or Accenture management &bull; You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments &bull; Decisions that are made by you impact your own work and may impact the work of others &bull; In this role you would be an individual contributor and/or oversee a small work effort and/or team &bull; Please note that this role may require you to work in rotational shifts</p>
<br>
Any Graduation

Customer Service Senior Analyst-Voice

<p><b>Skill required:</b> SME - Service Desk Non-Voice Support<br>
<b>Designation:</b> IT Customer Service Senior Analyst<br>
<b>Qualifications:</b>Any Graduation
<br>
<b>Years of Experience:</b>5 to 8 years
<br>
<b>About Accenture</b><br>
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song&mdash; all powered by the world&rsquo;s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
<br>
<b>What would you do?</b> &bull; Provide quality customer service to our end users, which drives customer experience and key metrics that will be measured for accuracy and timeliness &bull; Assist agents with questions and best practices provide coaching and guidance to handling customers, resolving queries and fostering a positive customer client and internal stakeholder relationship<br>
<b>What are we looking for?</b> &bull; Innovate Identify and recommend process improvements &bull; Maintains an awareness of the client&rsquo;s business operational activities and processes. &bull; Communicate relevant information to Team Leads and escalate issues or complex delivery items &bull; This will be based in Hyderabad client office &bull; Must be flexible to work in Night shift between 8 PM IST &ndash; 4 PM IST including weekends and holidays (It&rsquo;s a 5-day working day week which may include weekends) &bull; Self-motivated to work independently with minimal supervision &bull; Strong work ethic taking personal accountability for accuracy and high-quality outputs and demonstrating integrity to core team values
<br>
<b>Roles and Responsibilities:</b> &bull; Excellent time management skills ability to proactively and independently manage workload and targets &bull; Excellent interpersonal skills and the ability to express ideas and concepts both orally and in writing recognizing the audience and communicating appropriately &bull; Familiarity with issue tracking tools (e.g., Jira, ServiceNow) and labeling/annotation user interfaces. &bull; Understanding of priority/severity frameworks and classification schemas. &bull; Experience in QA testing, triage, bug reproduction, or labeling workflows. &bull; Understanding of GenAI concepts (prompt engineering, LLM behavior, model evaluation) and popular GenAI tools (ChatGPT, Claude, Gemini, etc.).</p>
<br>
Any Graduation

IT Customer Service Senior Analyst

Wolters Kluwer

<div><div>BASIC FUNCTION</div><div></div><div>
The Customer Service Operations Analyst - LBA (&ldquo;OSS&rdquo;) is responsible for driving workflow and optimizing the daily activities of the Legal Bill Analysis Center of Excellence (&ldquo;LBACOE&rdquo;), which consists of Legal Invoice Analysts, Quality Assurance Analysts, OSS, Managers, Senior Managers and Director. The LBACOE is responsible for the prompt, accurate and efficient auditing of electronically submitted legal fee and expense invoices submitted by law firms and vendors of our clients.</div><div></div><div>
The Customer Service Operations Analyst - LBA will ensure that the LBACOE&rsquo;s workflow product meets and/or exceeds the established standards by utilizing defined metrics and process improvement initiatives. The OSS is also responsible for implementation of core operations management initiatives of the LBACOE, including, but not limited to, reporting, business continuity and workplace site supervision. Key functions of the OSS include gathering and distillation of data into key performance operations metrics and providing technical workflow support relative the LBACOE e-billing platforms used, including, but not limited to TyMetrix360 and Passport.</div><div></div><div>
ESSENTIAL RESPONSIBILITIES</div><div></div><div>
Supervise the LBACOE workflow to ensure the efficient and accurate review legal invoice entries by Legal Invoice Analysts and Quality Assurance Analysts. Coordinate and distribute legal bill assignments to team members.</div><div>
Data analysis and compilation into various formats of metrics reporting.</div><div>
Documentation and ongoing management of LBACOE operational standards of procedure.</div><div></div><div>
Identification and development of new reporting metrics and compilation thereof.</div><div>
Technical workflow assistance, including but not limited to<br>
<ul><li>Management of LBACOE-related technical support requests, whether generated by LBACOE clients, vendors or internally.</li><li>Route incoming invoices in TyMetrix 360 and/or Passport to appropriate Legal Invoice Analyst(s) and/or QA Analyst(s) per management guidance.</li><li>Assist in the organization of test environments and set-up of new users in appropriate platform(s) for new client initiatives</li><li>Organize and coordinate deployment of hardware and software for new hires</li><li>Act as liaison between LBACOE and IT to assist with platform troubleshooting and regular maintenance, including LBACOE team member password resets.</li></ul></div><div></div><div>
Promptly identify and address bottlenecks in the invoice auditing workflow while using sound discretion to escalate operational risks to manager(s).</div><div>
Monitor and drive daily and long-term Legal Bill Analysis delivery production, often based on customer pre-determined schedules.</div><div></div><div>
Developing, documenting and maintaining training documentation necessary to drive shorter ramp-up time using effective methodologies for new LBRCOE analysts.</div><div></div><div>
Simplifying legal service agreements to produce effective operational outputs meeting and in some cases exceeding customer expectations.</div><div></div><div>
Audit legal invoices on an as-needed basis, which involves making adjustments to invoice line item entries, where those line item entries violate provisions of the relevant billing guidelines and documenting the justification for such adjustments.</div><div></div><div>
Conducting team events and best operational practices to drive high employee engagement &amp; lead by example to Wolters Kluwer Purpose &amp; Value promise.</div><div>
Work with the LBACOE to create a culture of empowerment, engagement and innovation.</div><div></div><div>
Drive performance excellence and operational efficiencies through a continually-evolving organizational structure.</div><div></div><div>
Ability to carry out detailed written or verbal instructions; ability to respond to requests effectively and efficiently.</div><div></div><div>
JOB QUALIFICATIONS</div><div></div><div>
Education<br>
Minimum: Bachelor&rsquo;s or Associate&rsquo;s Degree from an accredited college or university and/ or equivalent experience in a legal services or legal bill auditing environment.</div><div></div><div>
Tools:</div><div>
Advance Excel, PPT, Power BI skills are an advantage.</div><div></div><div>
Shift Timing:</div><div>
3.00 p.m. - 12.a.m. IST</div><div></div><div><i>
Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.</i></div></div>

Customer Service Operations Analyst - (Law graduate with Ops background)

noon

<div>
 <p>
  <strong>
   About noon
  </strong>
 </p>
 <p>
  We&rsquo;re building an ecosystem of digital products and services that power everyday life across the Middle East&mdash;fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we&rsquo;re looking for a Business Analyst who can help us move even faster.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   noon&rsquo;s mission: Every door, every day.
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   What you'll do:
  </strong>
 </p>
 <p>
  Team noon has some of the fastest, smartest, and hardest-working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward.
 </p>
 <p>
  <br/>
 </p>
 <p>
  The Business Analyst will be a core member of the Customer Service Analytics team, responsible for leveraging analytical skills to understand customer behavior and contact drivers, define operational requirements, and contribute to projects that enhance customer experience (CX) and drive efficiency in support processes.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Key Responsibilities
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Data Analysis &amp; Reporting (Core Focus):
  </strong>
 </p>
 <ul>
  <li>
   Conduct
   <strong>
    in-depth data querying and analysis
   </strong>
   on customer contact data (e.g., call volumes, chat transcripts, ticket resolution rates, service level metrics) to identify root causes of customer issues for all Business units in noon &ndash; noon, noon in Minutes, Namshi, NowNow and noon food
  </li>
  <li>
   Utilize
   <strong>
    SQL and Excel
   </strong>
   daily to extract, manipulate, and analyze large, complex datasets, ensuring data integrity and accuracy.
  </li>
  <li>
   Design, develop, and maintain
   <strong>
    operational dashboards and reports
   </strong>
   in BI tools (Tableau, Power BI, etc.) that track key Customer Service KPIs (CSAT, AHT, FCR, etc.) and communicate performance to business stakeholders.
  </li>
  <li>
   Execute
   <strong>
    ad-hoc analytical deep dives
   </strong>
   to answer specific business questions from operations and leadership teams on time.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Requirements Management &amp; Documentation:
  </strong>
 </p>
 <ul>
  <li>
   Work closely with Customer Service Operations and Product Managers to
   <strong>
    gather, document, and analyze business requirements
   </strong>
   for new features, process changes, and technology enhancements (e.g., self-service portals, chatbot logic, CRM modifications).
  </li>
  <li>
   Create
   <strong>
    detailed documentation
   </strong>
   including Business Requirements Documents (BRDs), functional specifications, user stories, and process flow diagrams.
  </li>
  <li>
   Serve as the
   <strong>
    bridge
   </strong>
   between the Customer Service team and the Tech/Product development teams, ensuring that delivered solutions meet the defined business needs.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Process Improvement &amp; Validation:
  </strong>
 </p>
 <ul>
  <li>
   Analyze current customer service workflows and recommend tactical changes to
   <strong>
    streamline processes and reduce operational cost
   </strong>
   without compromising CX.
  </li>
  <li>
   Participate in
   <strong>
    User Acceptance Testing (UAT)
   </strong>
   for new system deployments to ensure solutions are bug-free and align with business requirements.
  </li>
  <li>
   Support the planning and execution of small-scale
   <strong>
    A/B tests or experiments
   </strong>
   to measure the impact of operational changes.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   What you'll need:
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Experience and Education
  </strong>
 </p>
 <ul>
  <li>
   <strong>
    3+ years
   </strong>
   of hands-on experience in a Business Analyst, Data Analyst, or quantitative role, ideally within an
   <strong>
    e-commerce, quick commerce, logistics, or high-volume service/tech company.
   </strong>
  </li>
  <li>
   Bachelor's degree in Business Administration, Economics, Engineering, Computer Science, or a related quantitative field.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Technical Expertise (Hands-on)
  </strong>
 </p>
 <ul>
  <li>
   <strong>
    Expert proficiency in SQL
   </strong>
   (intermediate to advanced query writing, including joins, subqueries, and aggregation) for data extraction and manipulation is
   <strong>
    MANDATORY
   </strong>
   .
  </li>
  <li>
   High proficiency in
   <strong>
    Microsoft Excel
   </strong>
   (VLOOKUP, Pivot Tables, complex functions) for data modeling and presentation.
  </li>
  <li>
   Experience with at least one major
   <strong>
    Data Visualization/BI tool
   </strong>
   (e.g.,
   <strong>
    Tableau, Power BI, Google Data Studio
   </strong>
   ) for building clear dashboards.
  </li>
  <li>
   Familiarity with
   <strong>
    CRM
   </strong>
   systems (like Zoho, Freshdesk, or proprietary tools) data structure and usage is a strong plus.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Core Competencies
  </strong>
 </p>
 <ul>
  <li>
   <strong>
    Analytical Rigor:
   </strong>
   Proven ability to structure a problem, select the right metrics, and derive accurate, insightful conclusions from data.
  </li>
  <li>
   <strong>
    Communication:
   </strong>
   Excellent written and verbal communication skills to articulate findings and requirements clearly to both technical and non-technical audiences.
  </li>
  <li>
   <strong>
    Stakeholder Collaboration:
   </strong>
   Demonstrated ability to manage expectations and work effectively with cross-functional teams (Operations, Product, Tech) to drive consensus and delivery.
  </li>
  <li>
   <strong>
    Business Acumen:
   </strong>
   A solid understanding of key e-commerce and Customer Service metrics (CSAT, AHT, contact reasons, churn) and their financial/operational impact.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Who will excel?
  </strong>
 </p>
 <ul>
  <li>
   We&rsquo;re looking for people with high standards, who understand that hard work matters.
  </li>
  <li>
   You need to be relentlessly resourceful and operate with a deep bias for action.
  </li>
  <li>
   We need people with the courage to be fiercely original.
  </li>
  <li>
   noon is not for everyone; readiness to adapt, pivot, and learn is essential.
  </li>
 </ul>
</div>


Business Analyst

Search 10000+ Customer service analyst jobs near you this November. New roles added regularly across leading industries. Apply today.