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Gurgaon

    Customer Service - Gurugram, India - NatWest Group

    NatWest Group
    NatWest Group Gurugram, India

    4 days ago

    Default job background
    Full time
    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 hone your existing analytical skills and be well positioned to advance your career in this fast-paced role
  • We're offering this role with webchat team at analyst level

    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:
  • Graduate(in the fields of B.Com, B.A., BBA or B.Sc) who're comfortable working in round-the-clock rotational shifts with 6 to 18 months of experience in customer service/chat process
  • Excellent written communication skills
  • 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
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