Customer Service & Operations Analyst

NatWest Group; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

NatWest Group in India is seeking a Senior Customer Service & Operations Analyst to support customers by resolving queries within SLAs and by understanding their needs. You will liaise with customers and businesses to collect information, investigate transactions, and ensure accurate data.

The role emphasizes stakeholder management and continuous improvement in a fast-paced environment. This senior analyst position offers opportunities to contribute to process enhancements and customer

Qualifications

• Strong customer service skills and ability to understand customer needs.
• Experience in collecting and analysing information from customers and businesses.
• Ability to work in fast-paced environment with good organisational skills.

Responsibilities

• Respond to customer queries promptly within SLAs.
• Authorising and investigating transactions to KPIs.
• Identify processes for automation or improvement to enhance customer experience.

Job description

Join us as a Customer Service & Operations Analyst

• We’ll look to you to deliver successful outcomes for your customers by investigating their queries and understanding their needs
• You’ll be liaising with customers and businesses to accurately collect information in order to solve their queries
• 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

As a Customer Service & Operations Analyst, you’ll be responding to queries from customers promptly and tactfully within our SLAs.

Your Day-to-day Will Include

• Authorising and investigating all transactions to our KPIs
• Collecting and analysing the required information from the customers and businesses
• Reviewing processes which could be automated or enhanced to improve the customer and business experience

The skills you'll need

We’re looking for someone with strong interpersonal skills to listen to our customers, develop relationships with them and maintain an understanding of their needs at all times. In order to excel in this role, you’ll have strong customer service abilities along with customer and industry knowledge. You’ll also work well in a fast-paced environment and have good organisational skills to deliver to deadlines.

You’ll Also Demonstrate

• An awareness of changes in trends, policies and regulations
• An understanding of our industry and its customers
• Experience of managing stakeholder relationships