Customer Service & Operations Analyst

  • Job Reference: R-00150975-OTHLOC-IND-5FGUR021
  • Date Posted: 31 July 2022
  • Employer: NatWest Group
  • Website: https://jobs.natwestgroup.com/
  • Location: Gurugram
  • Salary: On Application
  • Sector: Accounting, Banking & Financial Services
  • Job Type: Full Time

Job Description

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:

  • We're looking for recent graduates (Fresher in the fields of B.Com, B.A., B.B.A,BCA or B.Sc (2020, 2021 or 2022 Pass outs Only) who're comfortable working in round-the-clock rotational shifts.
  • 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
  • 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