Customer Service & Operations Analyst null

Your role

In this role, you’ll support customers and colleagues in their contact centers. You’ll be responding to and investigating queries, supporting business processes, policies, and procedures, and developing an understanding of customer and business needs to suggest improvements and increase efficiency. It is important to note that this position is based in India, and all standard working days must be observed within the country.

Job description

Join the team as a Customer Service & operations analyst

• This is an opportunity to make a positive impact on their 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
• They're offering this role with the webchat team at the analyst level

You’ll also be:

• Identifying barriers to performance and coordinating improvements to enhance their efficiency.
• Working closely with operational centers, 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 that could be automated or enhanced.
• Maintaining a focus on improving their customer service and experiences.

About you

To be successful in this role, you’ll need to have excellent planning and organizational 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:

• Graduate (in the fields of B.Com, B.A., BBA, or B.Sc) who is comfortable working in round-the-clock rotational shifts.
• Preferably 2022 and 2023 passed-out graduates
• Excellent written communication skills
• The ability to convey information in a simple and understandable way
• An understanding of contact center operations and performance metrics
• Microsoft Office skills, including PowerPoint, Excel and Word

Benefits

If you join as a full-time employee, you will have access to the following:

• Private Medical
• Dental and Health Insurance
• Personal Accident Insurance
• Retirement Savings Plan
• Bike for work
• Flexible Working Hours

Training and development

At NatWest Group India, they simplify access to curated learning that equips colleagues for their future goals. Their offerings include bite-sized on-demand courses, engaging events, and professional qualifications. Colleagues can choose learning based on skill, theme, or business area, allowing them to deepen their existing skills or develop new ones. They can explore a wealth of in-house content and leverage external resources for further growth and development.

Career progression

NatWest Group offers 8-week paid internships for those graduating in 2025. These internships provide valuable hands-on experience in areas of interest, along with full support and guidance. Completing an internship with NatWest Group helps in securing a spot in their Graduate programme after university, setting the stage for significant career growth within the company.

To know more, watch this video:

Source:

The following sources were used in researching this page:

• jobs.natwestgroup.com/pages/reward
• jobs.natwestgroup.com/pages/learning-and-development
• jobs.natwestgroup.com/pages/internships
• youtube.com