Operations Executive

Digitide; Kamrup Metropolitan; On-site; INR 350,000 - 520,000; Full time

Job summary

Digitide is seeking an Operations Executive to support the Customer Care Executive (CCE) team in back-office operations. You will streamline processes, manage resources, and ensure a seamless customer experience.

Collaborating with the CCE team, you will analyze customer feedback, implement improvements, and handle escalations to boost satisfaction and retention. Training and mentoring junior members will be part of your responsibilities.

Qualifications

• Bachelors in business/operations field or equivalent.
• Minimum 2 years in operations or customer care, BFSI preferred.
• Excellent communication and interpersonal skills.
• Strong organizational and time management abilities.
• Proficient with MS Office and data tools.
• Analytical mindset with data-driven decisions.
• Independent worker who also collaborates well with others.

Responsibilities

• Manage back-office operations for efficient workflow and timely responses.
• Collaborate with CCE team to improve customer satisfaction and retention.
• Monitor customer feedback and trends for process improvements.
• Handle escalations and resolve complex customer issues.
• Maintain accurate records of customer interactions and data integrity.
• Train and mentor junior team members; conduct performance reviews.
• Stay updated with industry trends and new technologies for efficiency.
• Foster relationships with internal stakeholders for collaboration.

Skills

Excellent communication

Interpersonal skills

Organizational skills

Time management

Data analysis

MS Office

Teamwork

Problem solving

Adaptability

Education

Bachelor's degree in Business Administration

Operations Management

Related field

Tools

MS Excel

CRM software

Data management tools

Job description

Job Description:

As an Operations Executive, you will play a vital role in our back-office operations, supporting the Customer Care Executive (CCE) team. Your primary focus will be on streamlining processes, managing resources, and ensuring a seamless customer experience. You will work closely with the CCE team to handle customer inquiries, resolve issues, and provide accurate information, contributing to the overall success of our customer care operations.

Responsibilities

• Manage and oversee back-office operations, ensuring efficient workflow and timely response to customer inquiries.
• Collaborate with the CCE team to develop and implement strategies for improving customer satisfaction and retention.
• Monitor and analyze customer feedback and trends to identify areas for process improvement and enhance the overall customer experience.
• Handle escalations and complex customer issues, providing effective solutions and ensuring customer satisfaction.
• Maintain accurate records and documentation of customer interactions and ensure data integrity.
• Train and mentor junior team members, providing guidance and support to enhance their skills and performance.
• Conduct regular performance reviews and provide constructive feedback to the CCE team, fostering a culture of continuous improvement.
• Stay updated with industry trends, best practices, and emerging technologies to enhance operational efficiency.
• Build and maintain strong relationships with internal stakeholders, including other departments and teams, to ensure smooth collaboration.

Qualifications

• Bachelors degree in Business Administration, Operations Management, or a related field.
• Minimum 2 years of experience in a similar operations or customer care role, preferably in the BFSI industry.
• Excellent communication and interpersonal skills, with the ability to build rapport and maintain positive relationships.
• Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines.
• Proficiency in using MS Office suite and other relevant software for data management and analysis.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Ability to work independently and as part of a team, demonstrating a collaborative and supportive attitude.
• Excellent problem-solving skills and a customer-centric approach to handling inquiries and issues.
• Willingness to learn and adapt to changing industry trends and technologies.
• Strong work ethic, professionalism, and a commitment to delivering exceptional customer service.