About Anchanto:
Anchanto, through its proprietary SaaS products and global partnerships in 11+ countries, delivers exceptional services and world-class solutions, driving Brands, Online Sellers & Retailers, 3PLs, Warehouses and Postal Associations to equip themselves with best-in-class eCommerce capabilities.
The Role:
We need an Operations Analyst in the Account Management Operations team so that we can drive some tasks centrally, this will help us manage common tasks better and the account managers will have more time for Customers .This role will be based in India and will work together with various teams, Customer Care, product, Engg team etc to help us be efficient in addressing Customer issues and concerns
Key Competencies Required:
· Experience: 2-4 years of experience in a similar role or business analysis capacity,preferably within a customer-facing environment.
· Communication Skills: Excellent written and verbal communication skills to effectively interact with internal teams and articulate findings and recommendations.
· Strong presentation abilities and proficiency in creating engaging PowerPoint materials.
· Education: MBA degree or equivalent in a relevant field, providing a strong foundation in business analysis and operations management.
· Motivation: Highly motivated individual with a drive for continuous improvement and a proactive approach to problem-solving.
· Analytical Skills: Strong analytical and problem-solving abilities to interpret customer feedback and data, identify trends, and propose actionable solutions.
· Accountability: Demonstrates a high degree of accountability and integrity in managing customer issues and resolutions.
· Time Management: Exceptional time management skills to prioritize tasks effectively and meet deadlines in a fast-paced environment.
· Adaptability: Willingness to adapt and learn quickly in a dynamic and rapidly evolving industry, with the ability to think aggressively and act decisively.
· Process Orientation: Process-oriented mindset with a focus on developing and improving standard operating procedures and workflows for efficient issue resolution.
· Team Player: Actively collaborates with cross-functional teams, demonstrating a supportive attitude and contributing to team success.
Roles and Responsibilities:
· Collaboration: Work closely with the Account Management Team to gather insights into customer issues, challenges, and concerns, fostering effective communication and collaboration.
· Analysis: Analyze customer feedback and data to identify trends, patterns, and recurring issues, providing valuable insights to improve customer experience and retention.
· Cross-Functional Coordination: Liaise with Customer Care, Technical Support, Product, and Engineering teams to prioritize and address customer-related problems efficiently, ensuring seamless issue resolution.
· Risk Management: Proactively manage risks for customers by identifying potential issues and coordinating preventive measures across internal teams.
· Record Keeping: Create and maintain detailed records of customer issues, actions taken, and resolutions achieved, ensuring accurate documentation and traceability.
· Reporting: Prepare and present regular reports and updates on customer issue resolution to management, highlighting key metrics, trends, and areas for improvement.
· Process Improvement: Contribute to the development of best practices, standard operating procedures, and workflows to streamline issue resolution processes, optimizing efficiency and effectiveness.
· Problem Solving: Demonstrate strong problem analysis and problem-solving abilities to address complex customer issues promptly and effectively.
· Adaptation: Adapt and learn at an accelerated pace to keep up with industry trends, customer needs, and technological advancements, driving innovation and competitiveness.
· Support: Act as an active team player, providing support and assistance to the team as needed, fostering a collaborative and positive work environment.