Customer Service & Operations Analyst, Webchat

Gurugram, Haryana, India

Full-TimeDepends on ExperienceMid-LevelBachelors

Job Description

At NatWest Group, we believe that exceptional customer service and efficient operations are the key to our success. As a Customer Service & Operations Analyst specializing in Webchat, you will play a crucial role in shaping the overall experience for our customers. We are looking for an individual who is passionate about delivering top-notch customer service and has a strong background in operations, specifically in the webchat space. If you are a detail-oriented problem-solver with excellent communication skills and a drive to continuously improve processes, we want you to join our team.

Provide excellent customer service through webchat interactions with customers, addressing their inquiries, concerns, and feedback in a timely and professional manner.
Monitor and analyze webchat interactions and data to identify areas for improvement and make recommendations to enhance the overall customer experience.
Collaborate with cross-functional teams to implement process improvements and ensure seamless operations.
Develop and maintain a deep understanding of NatWest Group's products, services, and systems to effectively assist customers and troubleshoot issues.
Stay up-to-date with industry trends, best practices, and emerging technologies related to webchat customer service and operations.
Identify and escalate any potential issues or risks that may impact customer satisfaction or operational efficiency.
Participate in training and development programs to continuously enhance skills and knowledge in webchat customer service and operations.
Work closely with the management team to develop and implement strategies to meet performance targets and goals.
Communicate and collaborate effectively with team members to ensure consistent and streamlined operations.
Adhere to company policies and procedures, including privacy and security protocols, to maintain the highest level of customer satisfaction and data protection.

Where is this job?

This job is located at Gurugram, Haryana, India

Job Qualifications

Excellent Communication Skills: The Ideal Candidate Should Possess Strong Verbal And Written Communication Skills To Effectively Interact With Customers Through Webchat And Provide Exceptional Service.
Customer Service Experience: A Minimum Of 2-3 Years Of Experience In Customer Service Is Required For This Role. The Candidate Should Have A Proven Track Record Of Delivering High-Quality Customer Service And Resolving Complex Customer Issues.
Analytical And Problem-Solving Skills: As A Customer Service And Operations Analyst, The Candidate Should Be Able To Analyze Data, Identify Trends, And Develop Solutions To Improve The Overall Customer Experience.
Technical Proficiency: Proficiency In Using Webchat Platforms And Other Relevant Software Is Essential For This Role. The Candidate Should Also Have A Good Understanding Of Banking Operations And Procedures.
Team Player: As Part Of The Customer Service And Operations Team, The Candidate Should Be A Team Player With The Ability To Collaborate Effectively With Colleagues And Other Departments To Achieve Common Goals And Objectives.

Required Skills

Data Analysis
Communication
Time Management
Multitasking
Attention to detail
Conflict Resolution
customer service
Analytical Thinking
Problem-Solving
Adaptability
Technical Proficiency

Soft Skills

Communication
Conflict Resolution
Emotional Intelligence
Leadership
Time management
creativity
flexibility
Teamwork
Adaptability
Problem-Solving

Compensation

According to JobzMall, the average salary range for a Customer Service & Operations Analyst, Webchat in Gurugram, Haryana, India is between ₹240,000 - ₹480,000 per year. This salary range can vary depending on factors such as experience, education, and the specific company or industry the individual is working in. Additionally, bonuses and other benefits may also impact the overall salary for this position.

Additional Information

NatWest Group is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Required LanguagesHindi

Job PostedJanuary 30th, 2025

Apply BeforeMay 22nd, 2025

This job posting is from a verified source.

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