Customer Service & Operations Analyst

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

Job summary

RBS, now part of NatWest Group, seeks a Customer Service & Operations Analyst (Webchat) to support customers and colleagues in our contact centres. You will respond to queries, investigate issues, and help improve processes and performance metrics while maintaining accuracy.

This role offers exposure to improving customer service and efficiency, with coaching and collaboration across operational centres. Fresh graduates in commerce or related fields are encouraged to apply.

Qualifications

• Experience of analysing and using performance data
• Freshers 2024 or 2025 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

Responsibilities

• Provide crucial support to customers and colleagues in our contact centres.
• Respond to and investigate 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

Skills

Planning & Organisation

Attention to detail

Multitasking

Performance data analysis

Communication skills

Contact centre operations

Education

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

Tools

Microsoft Office Suite

PowerPoint

Excel

Word

Job description

Join us as a Customer Service & Operations Analyst (Webchat)

• 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:

• Experience of analysing and using performance data
• Fresher's, 2024 or 2025 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

RBS, now part of NatWest Group, is dedicated to empowering colleagues and communities, fostering potential, and providing a rewarding workplace experience.

Banking Credit Intermediation Financial Services