Customer Service & Operations Analyst at NatWest Group in Gurugram

Job description

• Join us as a Customer Service & Operations Analyst (Webchat)
• This is an opportunity to make a positive impact to our customers and colleagues, as you deliver successful customer and business outcomes
• You’ll be actively participating in initiatives to improve customer service, processes and procedures
• You’ll be handling customer queries and complaints

Responsibilities

• In this key role, you’ll be providing crucial support to customers and colleagues in our contact centres. You’ll be responding to and investigating queries, providing support on business processes, policies and procedures and developing an understanding of customer and business needs in order to suggest improvements and increase efficiency.
• Identifying barriers to performance and coordinating improvements to enhance our efficiency
• Working closely with operational centres, providing coaching and support to increase efficiency and knowledge
• Keeping accurate records of day to day operations, logging incidents and identifying trends
• Reviewing manual or ineffective processes which could be automated or enhanced
• Maintaining a focus on improving our customer service and experiences

Requirements

• To be successful in this role, you’ll need to have excellent planning and organisational skills, along with good attention to detail. You’ll perform well under pressure, and be confident in your ability to manage multiple tasks while maintaining high levels of accuracy throughout.
• 2025 or 2026 graduates with degree in B.Com, BA, BBA, Bsc Non-IT, Mass Comm, Journalism
• Fresher's or candidates with less than 1 year of work experience
• The ability to convey information in a simple and understandable way
• An understanding of contact centre operations and performance metrics
• Microsoft Office skills, including PowerPoint, Excel and Word

Skills

Required

• Good attention to detail
• Ability to perform well under pressure