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Sr Analyst Customer Support Operations

2 weeks ago

Johannesburg, South Africa TransUnion Full time

TransUnion's Job Applicant Privacy Notice

**What We'll Bring**:
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.

**What You'll Bring**:
**Key Responsibilities**:

- **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 techniques.
- **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.

**Impact You'll Make**:
**Qualifications**:

- 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)

**Personal Attributes**:

- 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.

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.

TransUnion Job Title

Sr Analyst, Customer Support Operations