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Customer Experience Executive

1 month ago

Chennai, India Equiniti Full time

Management Level

I

Role Specification - Equiniti India - Operations

Title

Customer Experience Executive

Area

Equiniti India - Operations

Date

Reports to

Team Leader

Job Purpose

To assist shareholders buying and selling shares in accordance with predetermined procedures and service standards under appropriate guidance and direction

Core Responsibilities
- Answer inbound calls from Shareholders and assist them to buy or sell shares within the agreed service standards.
- Respond to basic queries referring to senior colleagues where appropriate.
- Contribute to the completion of the team’s workload.
- Improve own skills as knowledge within the operational team taking opportunities to identify area for improvement to processes and service.
- Undertake duties at a similar level as required.
- Ensure compliance with Equiniti’s procedures, standards and reporting requirements, together with all relevant regulatory and statutory requirements, where appropriate implementing actions to protect our business at all times.
- Always to undertake the duties of this role in accordance with the requirements of the company’s Regulators.
- Complete work within the security arrangements of Equiniti. Any deliberate contravention of these procedures may lead to disciplinary procedure.
- Ensure that all work is undertaken within the quality system.
- Ensure that work and ethetics comply with all security arrangements both physical and information.

Suggested Performance Measures
- Timely completion of own work / contribution to team workload
- Meeting targets for accuracy, quality and agreed service levels
- Satisfactory resolution of queries
- Adherence to procedures and regulations
- Contribution to continuous improvement
- Ongoing development of own knowledge and skills
- Demonstrate willingness to contribute to team beyond own immediate tasks
- Quality of support given to colleagues
- Development of technical knowledge and skill
- Contribution to target achievement and team goals
- Successful delivery of task

Key Competencies
- Provide exemplary customer service to our customers
- Deliver quality to our customers
- Drive to improve results and standards
- Working together
- Taking ownership and responsibility
- Leadership
- Technical proficiency

**Skills**:
Oral Communication:

- Uses clear and concise speech to out message across effectively
- Grammatically correct

Written Communication:

- Selects appropriate information to complete standard letter.
- Produces accurate and legible written work at all times.

Self / Work Organisation:

- Uses straightforward personal planning to organise own work effectively
- Knows where to find things and adheres to deadlines

Keyboard / Software Organisation:

- Uses a keyboard on one or more systems, understanding functions for producing a range of outputs

Organisational Awareness:

- Has an understanding of the main activities of own business unit/area.

Procedural / Product / Specialist Knowledge:

- A good understanding of specified products, routine tasks and procedures within own team, including some non-routine activities.
- Where appropriate is aware of regulatory practices and constraints which impact on own work.

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