Customer Service & Operations Analyst

NatWest Group; Chennai District; On-site; INR 250,000 - 450,000; Full time

Job summary

NatWest Group is seeking a Customer Service & Operations Analyst in Chennai to support contact centres, respond to queries, and analyse performance data. You will identify barriers, coordinate improvements, and help automate processes while keeping detailed records of operations.

The role requires strong planning, organisational skills, and the ability to work under pressure to deliver accurate results. Fresh graduates in relevant streams are welcome to apply for entry-level opportunities in a

Qualifications

• Experience in analysing and using performance data.
• Strong planning and organisational skills with high attention to detail.
• Ability to convey information in a simple and understandable way.
• Understanding of contact centre operations and performance metrics.
• Proficient in Microsoft Office (PowerPoint, Excel, Word).

Responsibilities

• Provide crucial support to customers and colleagues in contact centres; respond to and investigate queries.
• Identify barriers to performance and coordinate improvements to enhance efficiency.
• Keep accurate records of day-to-day operations, logging incidents and identifying trends.
• Review manual or ineffective processes for potential automation or enhancement.
• Maintain a focus on improving customer service and experiences.

Skills

Performance data analysis

Clear communication

Planning & organisation

Attention to detail

Data-driven improvements

Education

B.Com / BA / BBA / BSc Non-IT / Mass Comm / Journalism

Tools

PowerPoint

Excel

Word

Microsoft Office

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