Barclays Hiring for Customer Specialist- Non Voice Servicing Job at New Delhi Full Time

Job Title : Customer Specialist- Non Voice Servicing
Location: Noida

About Barclays
Barclays is a British universal bank. We are diversified by business, by different types of customers and clients, and by geography. Our businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by our service company which provides technology, operations and functional services across the Group.

Risk and Control Objective
Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards.

Working Flexibly
We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers’ and clients’ needs. Whether you have family commitments or you’re a carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life.
If you would like some flexibility, then please discuss this with the hiring manager.

Introduction:

A Customer Specialist – Care is the company’s primary interface with existing and potential customers and is responsible for ensuring that these customers receive the maximum benefit from Barclay’s products and services. The Customer Specialist – Non Voice interacts with our customers through digital communication streams such as Email, Chat, and Social Media.

What will you be doing?

• Answer and address all incoming online chat support and email requests from card members.
• Receive and investigate customer inquiries through multiple channels matching the tone and pace of the customer with the goal of achieving a satisfactory outcome.
• Take ownership of each online chat/email support request issue and effectively bring it to resolution or escalation while projecting a positive response.
• Ensure complete resolution of issue(s) in order to prevent repeat online chat support requests, if no resolution, escalate to appropriate channel.
• Effectively troubleshoot, resolve and properly document online chat support requests and phone/email cases using workflows in CCD.
• Follow through on all chat and email support requests and provide easy to follow instructions, and drive first contact resolution.
• Must be flexible and possess the ability to adapt to a changing environment.
• Demonstrates empathy to our card members’ needs on each and every interaction.
• Monitors and engages in social media interactions with card members and non-card members.
• Demonstrates technical proficiency by using the appropriate systems and resources, in an accurate and efficient manner to promptly handle all customer requests.

What we’re looking for:

• Customer focused
• Strong technical skills
• Attention to detail, understands the importance of accuracy and responsiveness
• Ability to multitask
• Strong working knowledge of procedures, workflows and partner rewards
• Candidate should be comfortable working with US Shift timings/rotational shifts

Skills that will help you in the role:

• Excellent oral communications skills (grammar, positive tone, active listening, etiquette, empathy, confidence) and written skills (spelling, logical thought processes and sentence construction, appropriate word choice)
• Extremely customer-focused; positive, professional attitude
• Strong ability to influence and negotiate
• Self-motivated with the ability to meet aggressive goals
• Pays strict attention to detail, understands importance of accuracy and responsiveness
• Strong PC, navigation, and internet skills
• Very good organization and work prioritization skills
• Must be able to easily adapt to every type of customer (email, chat, social media or TTY)
• Proven customer service experience is a must
• Typing skills of 40 wpm a plus

Where will you be working?

Noida

Be More at Barclays
At Barclays, each day is about being more – as a professional, and as a person. ‘Be More @ Barclays’ represents our core promise to all current and future employees. It’s the characteristic that we want to be associated with as an employer, and at the heart of every employee experience. We empower our colleagues to Be More Globally Connected, working on international projects that improve the way millions of customers handle their finances. Be More Inspired by working alongside the most talented people in the industry, and delivering imaginative new solutions that are redefining the future of finance. Be More Impactful by having the opportunity to work on cutting-edge projects, and Be More Valued for who you are.
Interested and want to know more about Barclays? Visit home.barclays/who-we-are/ for more details.

Purpose, Values and Mindset

We deploy finance responsibly to support people and businesses, acting with empathy and integrity, championing innovation and sustainability, for the common good and the long term.
Our values underpin everything we do: Respect, Integrity, Service, Excellence and Stewardship.

Respect
We harness the power of diversity and inclusion in our business, trust those we work with, and value everyone’s contribution.

Integrity
We operate with honesty, transparency and fairness in all we do.

Service
We act with empathy and humility, putting the people and businesses we serve at the centre of what we do.

Excellence
We champion innovation, and use our energy, expertise and resources to make a positive difference.

Stewardship
We prize sustainability, and are passionate about leaving things better than we found them.
Our Mindset shapes how we take action, living by our Values, driven by our Purpose, always with our customers and clients at the heart of what we do; our Mindset is to Empower, Challenge and Drive.

Empower
Trust and support each other to deliver. Make decisions with those closest to the topic. Include diverse perspectives. Celebrate success and learn from failure.

Challenge
Question whether things can be done better. Use insights based on data to inform decisions. Be curious about how we can adapt and improve. Speak up and be open to alternative viewpoints.

Drive
Focus on outcomes. Deliver with pace. Be passionate and ambitious about what we do. Take personal responsibility. Actively build collaborative relationships to get things done.