Customer Service & Operations Analyst

RBS; Chennai; On-site; INR 350,000 - 500,000; Full time

Job summary

RBS is seeking a Customer Service & Operations Analyst to drive efficient customer support and process improvements within its contact centres. The role focuses on analyzing performance data, resolving queries, and implementing changes to boost service quality and operational efficiency.

Fresh graduates from B.Com, BA, BBA, BSc Non-IT, Mass Communication or Journalism (2025/2026) are welcome to apply. Strong MS Office skills and the ability to communicate clearly are essential.

Qualifications

• Excellent planning and organisational skills with strong attention to detail.
• Ability to perform under pressure and manage multiple tasks simultaneously while maintaining accuracy.
• Experience in analysing and using performance data to drive improvements.
• Ability to convey information clearly and simply to varied audiences.
• Understanding of contact centre operations and performance metrics.
• Proficiency with MS Office tools (PowerPoint, Excel, Word).

Responsibilities

• Provide crucial support to customers and colleagues in contact centres; respond to and investigate queries.
• Support on business processes, policies and procedures; identify improvements to increase efficiency.
• Identify barriers to performance and coordinate improvements to enhance efficiency.
• Work closely with operational centres, providing coaching to improve 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.
• Focus on improving customer service and experiences.

Skills

Analytical thinking

Performance data analysis

Communication skills

Multitasking

Attention to detail

Education

B.Com

BA

BBA

BSc Non-IT

Mass Communication

Journalism

Tools

MS Office

PowerPoint

Excel

Word

Job description

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
• 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
• Fresher’s, 2025 or 2026 pass outs graduates in B.com, BA, BBA, Bsc Non-IT, Mass Comm, Journalism
• 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:

05/11/2026