Customer Service & Operations Analyst

NatWest Group; Gurugram District; On-site; INR 300,000 - 420,000; Full time

Job summary

NatWest Group in Gurugram, India is seeking a Customer Service & Operations Analyst to support customers and colleagues in our contact centres, respond to queries, and help improve processes and procedures to deliver a better service.

You’ll identify barriers, coordinate improvements, log incidents, and assist in automating manual tasks while maintaining accuracy and clear communication across teams.

Qualifications

• Graduate in 2025 or 2026 in one of the listed degrees.
• Fresher or <1 year work experience.
• Ability to convey information simply and clearly.
• Understanding of contact centre operations and performance metrics.
• Proficient with Microsoft Office (PowerPoint, Excel, Word).

Responsibilities

• Handle customer queries and complaints in a contact centre.
• Identify process improvements to enhance efficiency.
• Record day-to-day operations accurately and log incidents.
• Support coaching to improve agent performance and knowledge.

Skills

Planning

Organisational skills

Attention to detail

Under pressure

Multitasking

Communication

Education

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

Tools

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 be handling customer queries and complaints

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

• 2025 or 2026 graduates with degree in B.Com, BA, BBA, Bsc Non-IT, Mass Comm, Journalism
• Fresher's or candidates with less than 1 year of work experience
• 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