Customer Service Analyst Job in Bangalore at Razorpay - India

Razorpay is hiring for the role of Customer Service Analyst!

Responsibilities of the Candidate:

• 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

Requirements:

• Minimum qualification - Bachelor's Degree
• Minimum of 1.5 to 3 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