NatWest Hiring Customer Service & Operations Analyst | Gurugram

Customer Service & Operations Analyst (Webchat)

Join the team as a Customer Service & Operations Analyst (Webchat), supporting customers and internal colleagues while delivering positive service outcomes. The role focuses on resolving queries, improving processes, and contributing to better customer experiences.

• Deliver effective customer and business outcomes through quality service
• Participate in initiatives that enhance customer service, processes, and procedures
• Handle customer queries and complaints through webchat and support channels

What You’ll Do

In this role, you will provide support to customers and colleagues within contact centres. Responsibilities include responding to and investigating queries, assisting with business processes, policies, and procedures, and gaining insight into customer and operational needs to suggest improvements.

You will also:

• Identify performance barriers and coordinate improvements to increase operational efficiency
• Collaborate with operational centres, offering coaching and guidance to strengthen knowledge and performance
• Maintain accurate records of daily activities, log incidents, and review trends
• Assess manual or inefficient processes and recommend opportunities for automation or enhancement
• Maintain a strong focus on improving customer service and overall experience

The Skills You’ll Need

The role requires strong planning and organisational abilities along with close attention to detail. You should be comfortable working under pressure and capable of handling multiple tasks while maintaining accuracy.

• Ability to analyse and work with performance data
• Understanding of contact centre operations and related performance metrics
• Capability to present information in a clear and simple way
• Working knowledge of Microsoft Office tools including PowerPoint, Excel, and Word
• Open to fresh graduates from B.Com, BA, BBA, BSc (Non‑IT), Mass Communication, or Journalism