Extend Your Team

Customer Support

• Responding to customer queries in a timely & effective manner using ZenDesk, Amazon Connect.
• Working with customers to resolve issues related to their account, including payments, statements, bugs etc.
• Dealing with escalated customers, providing de-escalation pathways, while ensuring their issues are fixed.
• Documenting & logging issues (as well as customer compliments & complaints)
• Part of a 24/7 Customer Support team

Credit Card Customer Support

Operations

• Oversee and improve daily operational processes and workflows.
• Coordinate with various departments to ensure seamless execution of business activities.
• Develop, optimize, and maintain operational workflows to improve productivity and efficiency.
• Monitor operational efficiency, including cost calculations, resource utilization, and process improvements.
• Manage and track key performance indicators (KPIs) and operational metrics to identify trends and drive performance improvements.
• Handle logistics, inventory management, and supply chain tasks as needed.
• Act as a point of contact for operational inquiries, issue resolution, and problem-solving.
• Utilize SQL to query, manipulate, and analyze data from various back-end systems.
• Generate reports, dashboards, and operational insights to support business decision-making.
• Assist in maintaining data integrity, consistency, and accuracy within databases.
• Collaborate with technical teams to understand system architecture, workflows, and data flow.
• Troubleshoot and resolve data-related and system-related issues efficiently.
• Quickly grasp and adapt to new systems, software, and operational processes.
• Provide administrative and operational support to the operations team and management.
• Develop, update, and maintain procedural and process documentation.
• Support continuous improvement initiatives by identifying workflow gaps and recommending solutions.

Credit Card Customer Support

Senior Gen Ops Coordinator