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Customer Service & Operations Analyst

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Join us as a Customer Service & Operations Analyst in India. You will have the opportunity to make a positive impact on our customers and colleagues. This fast-paced role requires excellent planning, analytical, and communication skills. You will support our contact centres, improve processes, and enhance efficiency. Microsoft Office skills, contact centre operations, and performance metrics are important. This is a full-time, on-site opportunity with NatWest Group in Gurgaon, Haryana.

This role is based in India and as such all normal working days must be carried out in India.

Join us as a Customer Service & Operations Analyst

  • 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 hone your existing analytical skills and be well positioned to advance your career in this fast-paced role

 

What you'll do

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.

 

You’ll also be:

  • 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
  • Acting as a liaison point between other teams to coordinate activities and mitigate the impact of incidents
  • 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

 

The skills you'll need

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.

 

You’ll also need:

  • Experience of analysing and using performance data
  • The ability to convey information in a simple and understandable way
  • An understanding of contact centre operations and performance metrics
  • Microsoft Office skills, including Excel
Set alert for similar jobsCustomer Service & Operations Analyst role in Gurgaon, India
NatWest Group Logo

Company

NatWest Group

Job Posted

10 months ago

Job Type

Full-time

WorkMode

On-site

Experience Level

0-2 Years

Category

Operations and Customer Support

Locations

Gurgaon, Haryana, India

Qualification

Bachelor

Applicants

Be an early applicant

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NatWest Group Logo

Customer Service & Operations Analyst

NatWest Group

Gurgaon, Haryana, India

Posted: 10 months ago

Join us as a Customer Service & Operations Analyst based in India. Deliver successful outcomes for customers by investigating queries and understanding their needs. Liaise with customers and businesses to collect information and solve queries. Respond to customers promptly and maintain an understanding of their needs. Authorize and investigate transactions. Analyze information and review processes for automation and enhancement. Good organizational skills and ability to work in a fast-paced environment. Experience in managing stakeholder relationships. Full-time on-site opportunity in Gurgaon, Haryana, India.