Customer Service & Operations Analyst

NatWest Group; Gurugram District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

NatWest Group in Gurugram seeks a senior Customer Service & Operations Analyst to deliver digital-first banking support. You will assist customers through live chat and secured channels, resolving queries and guiding them through NatWest services.

The role emphasizes accuracy, strong communication, and the ability to handle diverse customers in a fast-paced environment, with a focus on improving processes and customer outcomes.

Qualifications

• Strong customer service abilities with complex queries experience.
• Ability to work in a fast-paced environment and meet deadlines.
• Excellent communication and organisational skills.

Responsibilities

• Provide 24/7 live chat or messaging support to identify and resolve customer queries.
• Explain banking products and services and enable a digital-first experience.
• Handle cases with accuracy to ensure a seamless customer journey.
• Support improvements to processes and customer service initiatives.
• Utilise feedback to enhance overall customer experience.

Job description

Join us as a Customer Service & Operations Analyst

• This is an opportunity to make a positive impact to our customers by making they have an effortless digital-first experience with the bank


• Working in Customer Contact, you’ll be delivering successful customer and business outcomes through our digital channels in a 24/7 environment


• You’ll be able to showcase your knowledge and enthusiasm as you deal with a variety of different customers on a daily basis


• We're offering this role at senior analyst level

What you'll do

We’re here for our customers when they need us, and you’ll be joining a team that offers 24/7 support so that we can identify their queries and understand their needs. Communicating with our customers through live chat or secured messaging channels, you’ll be resolving their issues and helping them to understand the different ways they can bank with us and the range of services we can offer.

You’ll Also Be

• Working with high levels of accuracy to provide each customer with a seamless and positive experience


• Identifying any vulnerable customers or customers in financial difficulty and extending appropriate support and resolutions, including financial health checks by experts


• Actively participating in initiatives to improve customer service, processes and procedures


• Taking onboard customer feedback to create a positive customer experience

The skills you'll need

In order to excel in this role, you’ll have strong customer service abilities with experience handling complex customer queries in a customer support environment. You’ll also work well in a fast-paced setting and have good organisational skills to deliver to deadlines.

You’ll Also Demonstrate

• Excellent communication skills


• An understanding of our industry and its customers


• The ability to identify complaints and issues at first point of contact and extend resolutions


• A thorough understanding of products, processes and banking systems


• A minimum of 2 years and a maximum of 4 years of international customer service experience in chat and/or voice support is mandatory