Customer Care Representative

Job Title: Customer Care Representative
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.

BUK & BX - All locations

Please discuss the detail of the working pattern options for the role with the hiring manager.

Introduction:
To be the primary point of contact for Barclay’s customers, delivering a high-quality effective Chat based banking service

What will you be doing?
- Delight the customer by offering a professional, caring, consistent and outstanding level of customer service. Build trust by engaging in conversations using active reading, probing and problem solving skills to anticipate and meet the servicing needs of all customers
- Handle customer queries with multiple chat concurrency at a time and strive to be ‘First Point of Contact’ for the customer with support of clearly defined scripts and processes
- Adhere to the Service Level Agreements specified by the client / process
- Ensure strict adherence to time schedules
- Create exceptional customer experiences for everyday queries by taking responsibility and using all resources to proactively intercept and address customer issues efficiently and effectively. Know where to go to get support if they cannot be resolved immediately
- Emotionally connect with customers and work with colleagues in a collaborative way to deliver a consistently exceptional and ‘seamless ‘customer experience
- Responsible for the management of own daily workload, to ensure Chat enquiries / queries are dealt with in an efficient and knowledgeable manner to meet the demands of the business grades of service
- 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
- Efficiently capture chat summary using chat ‘wrap up’ options

What we’re looking for:

- Graduate in any stream
- Excellent communication and influencing skills, and a collaborative, team-based approach to work
- Good Typing Skills (30 wpm with 90% accuracy in test)
- MS Office Applications (preferably, Excel, Word & PowerPoint)

Skills that will help you in the role:

- Experience of working in BPO/KPO
- Familiarity with procedures, policies, products and services of a financial organization
- Knowledge of related risk and audits
- Ability to work within deadlines/customer demand

Where will you be working?
Noida

Be More at Barclays
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