Customer Service & Operations Analyst

Talent'd HR Solutions; Chennai; On-site; INR 300,000 - 500,000; Full time

Job summary

Talent'd HR Solutions is seeking a Customer Service & Operations Analyst in Chennai, India. This role focuses on improving customer interactions and operational procedures. Ideal candidates, including fresh graduates, should have strong analytical abilities and proficiency in Microsoft Office. Responsibilities include supporting contact centre operations, identifying inefficiencies, and enhancing customer experience. Join a dynamic workforce to drive service quality improvements and operational excellence.

Qualifications

• Freshers of 2024 or 2025 are encouraged to apply.
• Strong ability to analyse performance data and derive insights.
• Understanding of contact centre operations and performance metrics.

Responsibilities

• Support customers and colleagues within contact centre operations.
• Identify barriers impacting operational performance and improve efficiency.
• Maintain accurate records of daily activities and log incidents.

Skills

Analytical skills

Planning and organisational abilities

Attention to detail

Presentation skills

Proficiency in Microsoft Office

Education

Graduates or postgraduates

Tools

Microsoft Excel

Microsoft PowerPoint

Microsoft Word

Job description

Join NatWest Group as a Customer Service & Operations Analyst and contribute to delivering strong outcomes for customers and colleagues. In this role, you will help drive improvements in customer service, processes, and operational procedures while building analytical capabilities in a fast paced environment.

What you’ll do

You will support customers and colleagues within contact centre operations. The role involves responding to queries, investigating issues, and assisting with business processes, policies, and procedures. By understanding customer and operational needs, you will help identify opportunities that improve efficiency and service quality.

• Identify barriers that impact operational performance and coordinate improvements to increase efficiency
• Work closely with operational centres, offering coaching and support to strengthen knowledge and productivity
• Maintain accurate records of daily activities, log incidents, and track trends
• Review manual or inefficient processes and highlight opportunities for automation or enhancement
• Support initiatives aimed at improving overall customer experience and service standards

The skills you’ll need

Success in this role requires strong planning and organisational abilities along with careful attention to detail. You should be comfortable managing multiple tasks while maintaining accuracy and meeting deadlines.

• Ability to analyse and work with performance data
• Graduates or postgraduates, including freshers (2024 or 2025 pass outs)
• Capability to present information in a clear and easy to understand manner
• Basic understanding of contact centre operations and performance metrics
• Proficiency in Microsoft Office tools such as Excel, PowerPoint, and Word