Graduate Roles at OpayMFB

Role Focus: Customer Service & Operations Data Analysis 

Key Responsibilities

• Collect, clean, and analyze customer service and call center data
• Use Excel for data processing, reporting, and basic visualizations..
• Track and monitor key operational metrics such as call volume, issue categories, resolution time, and response rates.
• Identify trends and generate insights to support operational and service improvement decisions.
• Prepare clear summaries and reports for stakeholders.

Requirements

• Strong proficiency in Excel (formulas, pivot tables, data handling).
• Solid analytical and logical thinking skills.
• Ability to translate data into clear, actionable insights.
• Strong interest in understanding business and operational performance through data.

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Role Focus: Service Quality Assurance & Process Improvement 

Key Responsibilities

• Conduct quality assurance reviews on customer interactions (calls, chats, tickets).
• Identify service gaps, risks, and opportunities for improvement.
• Support the optimization of customer service processes and quality standards.
• Provide structured feedback with a strong customer-centric perspective.
• Assist in building and documenting service guidelines and best practices.

Requirements

• Strong customer service mindset and empathy.
• Good attention to detail and problem-identification skills.
• Structured thinking with an interest in quality and process improvement.
• Willingness to contribute to service standard development and monitoring.

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Role Focus: Call Center Operations & Coordination 

Key Responsibilities

• Support day-to-day call center operational activities.
• Assist with the execution of service initiatives and operational projects.
• Coordinate with internal teams to support issue resolution and service delivery.
• Learn and understand end-to-end call center operations through hands-on involvement.

Requirements

• Strong interest in customer service and operations.
• Curious, proactive, and willing to learn the call center environment..
• Good communication and task execution skills.
• Open to starting from foundational operational responsibilities.