Role Overview:
The L1 Customer Engagement Analyst (Project Hire) provides essential frontline support with a primary focus on performing administrative tasks and sustaining tactical, day-to-day operations. They manage and resolve simple inquiries, quick-kill concerns, and immediate fixes to uphold service standards and customer satisfaction. In addition, they assist with requests, investigate issues, and coordinate with internal teams to ensure timely resolutions.
Roles and Responsibilities:
Customer Support & Resolution
- Ticket intake and logging: Receives, records, and categorizes customer inquiries, requests, and complaints through hotline, in-app channels, and email via Zendesk, ensuring accurate documentation for tracking and reporting.
- Concern resolution: Investigates reported issues, identifies root causes, and drives end-to-end resolution for routine cases, escalating complex concerns to specialized units when necessary.
- Priority handling: Ensures timely processing of priority tickets in line with established SLAs, maintaining operational efficiency.
- Quality delivery: Provides consistent service across email and call channels, ensuring customer trust and satisfaction.
Collaboration & Communication
- Cross-functional coordination: Works closely with internal teams and tribes to provide accurate, empathetic, and timely responses to customers.
- Customer support excellence: Delivers high-quality support that reinforces customer loyalty and operational reliability.
- Team cadences participation: Actively participates in team and inter-group cadences to monitor ticket progress, align priorities, and ensure closure of day-to-day cases.
Continuous Improvement & Insights
- Workflow feedback: Provides observations on ticket management workflows to identify gaps and recommend improvements for efficiency.
- Administrative reporting: Supports reporting of ticket volumes, SLA compliance, and resolution metrics to aid operational monitoring.
- Compliance and standards adherence: Ensures all customer interactions and ticket documentation comply with regulatory requirements, internal policies, and service standards.
Qualifications:
- Bachelor's Degree in Business, Communications, Finance, or related field is an advantage.
- Open to new graduates with strong potential and willingness to learn. Candidates with 1-2 years of experience in customer-facing, operations, or support roles will be given preference. Internship or part-time experience in similar functions will also be considered.
- Exposure to banking, financial services, or digital platforms is a plus but not mandatory.
- Familiarity with Zendesk, Salesforce, or similar customer support tools
- Strong analytical and problem-solving ability, empathy, and clear communication skills across email, calls, and digital channels.
- Demonstrates eagerness to learn, adaptability in fast-paced environments, and willingness to become a subject matter expert over time.
