Customer Service & Operations Analyst

Natwest Digitalx; Gurugram District; On-site; INR 240,000 - 360,000; Full time

Job summary

Natwest Digitalx in Gurugram (India) is seeking a Customer Service & Operations Analyst to support customers and internal teams. You will respond to and investigate queries, support on business processes, policies and procedures, and help identify improvements to increase efficiency.

In this role, you will coordinate with contact centres, maintain accurate records, log incidents, and analyze trends to drive better customer experiences.

Qualifications

• Excellent planning and organisational skills.
• Strong attention to detail with accuracy.
• Ability to perform under pressure and manage multiple tasks.

Responsibilities

• Provide crucial support to customers and colleagues in contact centres.
• Respond to and investigate queries, supporting on processes and policies.
• Develop understanding of customer needs to suggest improvements and increase efficiency.
• Identify barriers to performance and coordinate improvements.
• Maintain accurate records, log incidents and identify trends.

Skills

Planning & organisation

Attention to detail

Multi-tasking

Under pressure

MS Office

PowerPoint

Excel

Word

Education

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

Tools

Microsoft Office

PowerPoint

Excel

Word

Job description

Job Summary

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

Responsibilities

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.

• 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

Requirements

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

Hours

45