Customer Operations Analyst

M Plus Serbia d.o.o.

Beograd | Hibrid

18.10.2025.

ugovor puno radno vreme 2. smena online intervju za posao

WE'RE HIRING!

Customer Operations Analyst

M Plus Serbia is a Business Process Outsourcing company, and Customer Care is our core. Individual dedication, team expertise, and passion involved in each interaction with clients and customers represent our commitment to reliable service delivery.

If you are detail-oriented, analytically driven, and passionate about ensuring high-quality IT service delivery, the role of Customer Operation Analyst could be the perfect fit for you. In this role, you will be responsible for supporting the monitoring, analysis, and reporting of IT services to ensure they meet agreed service levels and align with business requirements. Take a look at your main duties and responsibilities: Monitor Service Performance Tracking and reporting on SLAs, OLAs, and KPIs Analyzing data from incidents, requests, and problems Creating dashboards and service reports Reference: RZ1X4wm3_AyjDbZJpwiO_z-ZmkFkT6HKbwzn-zVpQY0. Support Incident, Problem & Change Management Helping coordinate and track incidents, problems, and changes Ensuring tickets are properly logged and resolved on time Assisting with root cause analysis for major incidents Reporting & Documentation Preparing regular and on-demand reports Keeping documentation up to date (e.g., service catalogues, process flows) Supporting audits and compliance checks Work with Stakeholders & Vendors Communicating with internal teams, customers, and suppliers Escalating service risks or issues when needed Providing data and insights for service review meetings What we expect from you: Fluency in English and basic knowledge of French Advanced Excel, Power BI, or reporting/analytics tools (desirable) A problem-solving mindset with an eye for detail Customer-focused with a proactive attitude. What’s in it for you? A hybrid work model that lets you balance in-office and remote work Structured training programs to help you develop your skills and grow your career The chance to work in a vibrant, international team Modern office spaces in the heart of New Belgrade’s business district Career advancement opportunities and the potential to convert to a client contract with full benefits Note: Only shortlisted candidates will be contacted. Best of luck, we can’t wait to meet you!

M Plus Serbia

Pozdrav od Mplus Serbia tima! Mplus grupa oformljena je od strane evropskih lidera u okviru Business Proces Outsourcing (BPO) industrije. Samim tim, dugogodišnje lokalno poznata Trizma se priključila istoj. Naša mreža okupila je preko poznavaoce preko 30 jezika i saradnike u preko 56 zemalja. Negujemo radnu atmosfteru gde svako može da pokaže ideje i razvija se u smeru svoje vizije. Verujemo u vrednost raznolikosti, kao i učenje kroz deljenje iskustava. Ukoliko govorite i jezike kao što su: engleski,…

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Iskustva zaposlenih

"Trenutno sam na poziciji kontakt centar menažera, a počela od korisničke podrške pre malo više od 10 godina.
Mplus mi je kroz godine dao prostora za razvoj karijere, to je ono što motiviše mene i ... " Pročitajte celo iskustvo

Beneficije

Obuke, konferencije
Edukacija, profesionalni razvoj
Zabavni sadržaj
Kompanijski popusti
Porodica i roditeljstvo
Nagrade, bonusi, pokloni
Timska druženja
Zdravlje

Take a look at your main duties and responsibilities:

What we expect from you:

What’s in it for you?