Specialist Customer Care

1203 Barclays Global Serv. Cent; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

Barclays Global Services Centre in Noida/Gurugram is seeking a Specialist Customer Care Analyst to handle complex customer queries. You will provide support across chat, email and phone, resolve escalated issues, and contribute to process improvements.

You will work with various internal teams to ensure high-quality service and risk-aware operations. The role emphasizes leadership behaviours, stakeholder communication, and adherence to Barclays values.

Qualifications

• Excellent communication skills and problem-solving mindset.
• Experience in customer service, voice or back-office processes.
• Ability to resolve complaints professionally and timely.

Responsibilities

• Provide customer service via chat, email and phone.
• Resolve complex customer needs with personalised resolutions.
• Collaborate with cross-functional teams to improve processes.

Skills

Communication

Problem solving

Conflict resolution

Customer service

Job description

Job Description Purpose of the role

To provide exceptional customer service while resolving more complex customer needs/requests. Focused on building a relationship with our customers that allows us to add value to our customer interactions.

Accountabilities

Provision of customer service through various communication channels including chat, email and phone. Execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalised resolution for each case. Collaboration with teams across the bank to align and integrate customer care processes. Identification of areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas. Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations. Resolution of specific customer inquiries and issues related to the bank’s products and service, including account balances, transactions and payments. Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders. Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.

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. Embark on a transformative journey as Specialist Customer Care at Barclays, where you will play a pivotal role to manage operations within a business area and maintain processes with risk management initiatives. You will take ownership of your work and provide first-class support to our clients with expertise and care.

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.

This role is based out of Noida/ Gurugram.

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.