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NatWest Group
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Customer Service & Operations Analyst, Webchat

Customer Service & Operations Analyst, Webchat

NatWest Group

1 years

0 Lacs

Gurugram Haryana India

Posted:4 days ago| Platform:

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Skills Required

service support coaching efficiency logging planning communication chat powerpoint excel word

Work Mode

On-site

Job Type

Full Time

Job Description

Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive.This role is based in India and as such all normal working days must be carried out in India.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

What you'll do
In this key role, you’ll be providing crucial support to customers and colleagues in our contact centers. 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 centers, 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 organizational skills, along with good attention to detail.

Excellent written communication skills
Minimum 6 months to 1 or 1.5 years hands on experience in an International Chat or Email process
Any graduation or post graduation. Preferred 2023 or 2024 pass outs
Comfortable working in 24*7 shifts
Microsoft Office skills, including PowerPoint, Excel and Word

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Customer Service & Operations Analyst, Webchat