Customer Service & Operations Analyst | Pride Pathways (LGBTQ+ Talent Programme)

NatWest Group; Gurugram District; On-site; INR 260,000 - 400,000; Full time

Benefits offered by this job

Pride Pathways program

Job summary

NatWest Group in Gurugram is seeking a Customer Service & Operations Analyst to support contact centres, handle queries, and drive process improvements. You will analyse performance data, communicate clearly, and help optimize customer experiences in a fast-paced environment.

Fresh graduates from relevant programs will join a Pride Pathways initiative to foster inclusion, with opportunities to enhance efficiency and learning through coaching and analytics.

Qualifications

• Fresher graduates from the listed streams are encouraged to apply.
• Strong analytical and data interpretation skills are required.
• Proficiency in MS Office (PowerPoint, Excel, Word) is expected.

Responsibilities

• Provide crucial support to customers and colleagues in contact centres.
• Respond to and investigate customer queries and complaints.
• Develop understanding of customer and business needs to suggest improvements and increase efficiency.
• Identify barriers to performance and coordinate improvements to enhance efficiency.
• Coach and support operational centres to increase efficiency and knowledge.
• Keep accurate records of day-to-day operations and log incidents.

Skills

Performance data analysis

Clear communication

Planning & organization

Work under pressure

Education

Fresher graduates from 2024/2025 in B.Com, BA, BBA, BSc Non-IT, Mass Comm, Journalism

Tools

Microsoft Office Suite

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:

• 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

'This opportunity is part of the Pride Pathways career development programme, an initiative designed to encourage talent from the LGBTQ+ community (Lesbian, Gay, Bisexual, Transgender, Queer, and other sexual orientations and gender identities). The programme aims to foster inclusion and create equitable career opportunities within the organisation. As an inclusive & equal opportunity employer, we are committed to building a workplace where everyone can thrive