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10 Oct 2013

'Barclays Hiring For "Process Advisor" On Oct 2013 @ Chennai'



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Job Description 

Process Advisor | GPP Voice - 00126955

Primary Location

:IN-Tamil Nadu-Chennai

Job Type

:Permanent/Regular

Posting Range

:9 Oct 2013 - 9 Nov 2013

Description

 

 
Overall Job Purpose: 
 
To effectively and efficiently respond to customer calls/make outbound calls to customers, reply to their queries and resolve issues, if any, and to ensure the quality of output and accuracy of information is maintained
 
 
Key Accountabilities:
 
§         Handle customer requests with the support of clearly defined scripts and processes
§         Adhere to the Service Level Agreements specified by the client / process
§         Ensure adherence to time schedules
§         May have the authority to release and verify funds across a variety of systems used by the department
§         Deal with customers and may be required to identify, log and escalate complaints and resolve queries by tracking them internally and escalate upwards if necessary
§         Responsible for the management of own daily workload, to ensure telephone enquiries / queries are dealt with in an efficient and knowledgeable manner to meet the demands of the business grades of service
§         Ensuring that all unresolved cases / queries are allocated to the respective areas
§         Responsible for identifying potential loss situations promptly escalating to the relevant areas to minimise the risk to the business and the customer
§         Adhere to organizational wide information security policies and procedures
Assist Team Manager / Process Expert in administration of the section, including organising workflow, queue management and query resolution

Essential/Basic Qualifications

 

Technical Skills | Competencies:
 
§         Effective communication skills
§         Active listening skills
§         Minimum B2 10 English Language Fluency (BCL Test)
§         High customer focus and ability to address customer needs effectively
§         Ability to work in shifts
§         MS Office Applications (preferably, Excel, word & PowerPoint)

 

 
Essential:
 
§         0-24 months of relevant experience
§         Under Graduate & Graduate in any discipline (Fresher are also eligible)
§         Flexibility in hours of work and ability to work changing shifts patterns
 
 
Preferred:
 
§         Graduate/ Undergraduate in any discipline (Fresher are also eligible)
§         Experience of working in BPO/KPO
§         Familiarity with procedures, policies, products and services of a financial organisation
§         Ability to work within deadlines/customer demand

Apply

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