Customer Care Analysts

1 month ago


Trivandrum, India Art Technology and Software Full time
Job SummaryCustomer Care Analysts ensure customers, some of the world’s leading cards and payments programmes, benefit from the highest levels of Customer support and expertise in their extensive use of the payment platform and services we provide.

Key responsibilities include, but are not limited to:Being a named point of contact/ownership of service for a group of clients as well as part of a team supporting all clients on a pool basisDetailed understanding of the customers business (products, customer journeys, volumes) and needsEnd to end ownership of client requests to successful and timely resolutionAdvocacy for clients where requirements which are new to company or not currently prioritizedProviding analysis on card/transaction dataUnderstanding, following and adhering to defined incident management procedures and communication plansAppropriate escalation of potential issues as per defined processes, providing the required information needed to investigate thoroughly.

The role offers multiple exciting career progression paths within the company : Technical Support, Account Management, Testing and Project delivery.

Skills, Ability and Experience

Essential4-8 years of experienceA track record of success in a B2B client facing service role, preferably in cards, payments, technology or a similar sectorAn understanding of transaction processing systems, electronic Point of Sale and ATMsKeen attention to detailA strong sense of urgencyExcellent oral and written communication skills in EnglishAbility to perform both within a team and autonomouslyExperience in office software applications such as Word, Excel, email and browsersExperience in an operational environmentHave a genuine passion for technology

DesirableExperience with the following:o Monitoring tools and Dashboardo JIRA Service Management/Confluence

Experience of working in a fast-paced environment where client service is time critical and has a direct effect on the bottom line



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