Customer Service Advisor

1203 Barclays Global Serv. Cent; Dadri; On-site; INR 350,000 - 520,000; Full time

Job summary

Barclays Global Serv. Cent in Noida is seeking a Customer Service Analyst to address customer questions, concerns or requests while upholding service expectations.

You will provide timely, professional support across accounts, products and services; collaborate with cross-functional teams, maintain records, participate in training, and handle chat, email and phone interactions to ensure high-quality customer care.

Qualifications

• Excellent communication skills and a problem-solving mindset.
• Proven experience in a customer service role, voice or back office.
• Conflict resolution skills for handling difficult conversations.
• Experience analyzing workflows and optimizing procedures.
• Ability to deliver high-quality service in a timely manner.

Responsibilities

• Provide customer service for questions, concerns and requests regarding accounts, products and services.
• Collaborate with bank teams to align and promote customer care initiatives.
• Maintain accurate customer records and documentation.
• Participate in training to improve skills and service.
• Escalate requests to relevant teams or management promptly.
• Handle customer service across chat, email and phone.

Skills

Communication skills

Problem solving

Customer service experience

Conflict resolution

Workflow analysis

Process optimization

Job description

Job Description Purpose of the role

To address customer questions, concerns or requests while maintaining customer service expectations.

Accountabilities

Provision of customer service to customer questions, concerns and requests regarding accounts, products, and services in a timely and professional manner. Collaboration with teams across the bank to align, promote, and integrate customer care initiatives. Management and maintenance of customer records and documentation to ensure accuracy. Participation in training and development initiatives to improve customer skills, knowledge, and services. Identification of industry trends and developments related to customer service to implement best practice in customer care. Execution of escalation requests to the relevant team or senior management as required in a timely manner. Execution of customer service activities through various communication channels including chat, email, and phone.

Analyst Expectations

To meet the needs of stakeholders/ customers through specialist advice and support Perform prescribed activities in a timely manner and to a high standard which will impact both the role itself and surrounding roles. Likely to have responsibility for specific processes within a team They may lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources. They supervise a team, allocate work requirements and coordinate team resources. If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are:

• L – Listen and be authentic
• E – Energise and inspire
• A – Align across the enterprise
• D – Develop others

OR for an individual contributor, they manage own workload, take responsibility for the implementation of systems and processes within own work area and participate on projects broader than direct team. Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of closely related teams. Check work of colleagues within team to meet internal and stakeholder requirements. Provide specialist advice and support pertaining to own work area. Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct. Maintain and continually build an understanding of how all teams in area contribute to the objectives of the broader sub-function, delivering impact on the work of collaborating teams. Continually develop awareness of the underlying principles and concepts on which the work within the area of responsibility is based, building upon administrative / operational expertise. Make judgements based on practise and previous experience. Assess the validity and applicability of previous or similar experiences and evaluate options under circumstances that are not covered by procedures. Communicate sensitive or difficult information to customers in areas related specifically to customer advice or day to day administrative requirements. Build relationships with stakeholders/ customers to identify and address their needs. All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.

Key critical skills required for this role include

The ideal candidate will have excellent communication skills, a problem solving mindset, and a strong commitment to resolving complaints in a professional and timely manner. Proven experience in Customer service role in voice or back office process. Conflict resolution skills and the ability to handle difficult or emotional conversations. Experience in analyzing workflows, optimizing procedures and delivering high quality service. You may be assessed on key essential skills relevant to succeed in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills.

Location

This role is based out of Noida.

Our Work Experience

Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.