Senior Customer Support Analyst

4 days ago

Johannesburg, Gauteng, South Africa TransUnion Full time

TransUnion City of Johannesburg, Gauteng, South Africa

Senior Customer Support Analyst

The Customer Operations Associate will be responsible for ensuring exceptional customer service and operational efficiency. This role involves managing customer interactions, resolving issues, and optimizing processes to enhance customer satisfaction and operational performance.

How You'll Contribute:

  • Customer Support: Provide high-quality support to customers through various channels (phone, email, MS teams), addressing inquiries and resolving issues promptly.
  • Process Improvement: Identify and implement process improvements to enhance operational efficiency and customer experience.
  • Data Analysis: Analyze customer data and feedback to identify trends and areas for improvement.
  • Training and Development: Train and mentor junior staff on best practices and customer service.
  • Performance Monitoring: Monitor and report on key performance indicators (KPIs) to ensure service levels are met.
  • Collaboration: Work closely with other departments (e.g., Sales, Marketing, Product) to ensure a seamless customer experience.
  • Documentation: Maintain accurate records of customer interactions and operational processes.

What You'll Bring

  • Bachelor's Degree/Diploma in Business, Management, or a related field.
  • Minimum 3 - 5 years proven experience in customer service or operations roles.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Proficiency in customer service software and tools.
  • Ability to work independently and as part of a team.
  • Strong organizational and time management skills.
  • Knowledge of industry-specific regulations and standards.
  • Proficient in data analysis tools (e.g., Excel).
  • Customer-focused mindset with a passion for delivering exceptional service.
  • Adaptable and able to thrive in a fast-paced environment.
  • Detail-oriented with a commitment to accuracy and quality.

What we offer

We aim high — and are reaching for new heights every day. This is a terrific time to join our team as we build on our commitment to integrity, service, reliability, and innovation. These values stand behind the decisions we make every day, as well as our relationships at work and with the customers we serve. We believe in the power to achieve and are taking it in bold new directions.

Who we are

As a global leader, TransUnion offers a wide range of specialist resources, agile, innovative technologies enablers, and international perspectives and experience. We work hard to create advantages for millions of people in the African market and around the world, through gathering, analyzing, and delivering information.

TransUnion's global headquarters are in Chicago, U.S.A. The company works with approximately 45,000 businesses in more than 30 countries, maintaining credit histories on about 500 million customers worldwide.

TransUnion maintains credit histories on more than 28 million customers in Africa, and more than four million credit-active businesses. With 700-plus employees through the region, we specialize in combining comprehensive data intelligence, advanced analytics, and decisioning, enabling both customers and businesses to achieve their financial ambitions.

This is a hybrid Position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU Office Location for a minimum of two days a week.

Please note only shortlisted candidates will be contacted.

Seniority level

Associate

Employment type

Full-time

Job function

Administrative, Analyst, and Customer Service

Industries

IT Services and IT Consulting, Financial Services, and Software Development

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