Customer Service and Operations Analyst

NatWest Group; Gurugram District; Presencial; INR 350.000 - 480.000; Jornada completa

Descripción de la vacante

NatWest Group in Gurugram invites applications for a Customer Service & Operations Analyst role. You will respond to queries, support processes, and help improve customer experience while ensuring accuracy in day-to-day operations.

We seek 2025/2026 graduates with B.Com, BA, BBA, BSc Non-IT, Mass Comm or Journalism freshers, or candidates with less than 1 year of work experience. Proficiency in MS Office is essential; hours are 45 weekly.

Formación

• Excellent planning and organisational skills.
• Ability to perform under pressure and manage multiple tasks.
• Clear communication and ability to simplify information.
• Understanding of contact centre operations and performance metrics.

Responsabilidades

• Respond to and investigate queries, providing support on business processes, policies and procedures.
• Develop understanding of customer and business needs to suggest improvements and increase efficiency.
• Identify barriers to performance and coordinate improvements to enhance efficiency.
• Work closely with operational centres, providing coaching and support to increase efficiency and knowledge.
• Maintain accurate records of day-to-day operations, log incidents and identify trends.
• Review manual or inefficient processes for automation or enhancement.
• Maintain focus on improving customer service and experiences.

Conocimientos

Planning and organisational skills

Attention to detail

Ability to handle multiple tasks

Working under pressure

Educación

Bachelor's degree in B.Com, BA, BBA, Bsc Non-IT, Mass Comm, Journalism Fresher's

Herramientas

Microsoft Office (PowerPoint Excel Word)

Descripción del empleo

Customer Service & Operations Analyst 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 be handling customer queries and complaints

What you'll do

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

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.

• 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

Hours 45

Job Posting Closing Date: 13/10/2026