Location Gurugram, India

Job typePermanent | Contract typeFull Time

R-00283483

Job description : 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 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:

- 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
- "This opportunity is part of the Pride Pathways career development programme, an initiative designed to encourage talent from the LGBTQ+ community (Lesbian, Gay, Bisexual, Transgender, Queer, and other sexual orientations and gender identities). The programme aims to foster inclusion and create equitable career opportunities within the organisation. As an inclusive & equal prospect employer, we are committed to building a workplace where everyone can thrive_

Welcome to our Gurugram hub : Spanning 437,000 sq. ft., our campus in Gurugram features two state-of-the-art towers - 1A and 2A at the Candor TechSpace in Sector 21.

Key facts :

- Surrounded by 28 acres
- Space for 4,100 colleagues
- Opened in 2010

📌 Customer Service & Operations Analyst Pride Pathways (Lgbtq+ Talent Programme) (Gurugram)
🏢 National Westminster Bank
📍 Gurugram