Customer Service & Operations Analyst

NatWest Group · Banking & Financial Services

Gurugram
On-site
Posted today
Apply by 2 Oct
Customer Service & Support

About the job

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:

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

Job Posting Closing Date:

02/10/2026

Apply on NatWest Group