Job Summary:
The Call Centre Agent will provide excellent service to all customers through provision of product information, real time resolution of customer queries, complaints, handling and identification of customer needs through leads generation.
Key Duties and Responsibilities:
Inbound Calling:
Outbound Calling
Managing Customer Complaints
Identification of Sales Leads
Email Queries/Digital Requests/ Others
Own the resolution of customer queries by responding to their requests at the first instance using all the bank’s systems available.
Log all calls received on the query management system (BOC) indicating customer and query details as required. Ensure that calls logged correspond to calls received (number of calls) on a daily basis.
Based on a database provided, and a formalized script, call Customers as requested so as to support the business in achieving its goals.
Collate customer responses to all questions pertaining to out-bound calling, log to BOC/ complete the Excel sheet and submit to the Contact Centre Team leader/MI team as per laid down procedures.
Ensure that all the details pertaining to customer complaint is obtained from the customer, log all required details into the bank’s complaint management system (BOC) and follow up for resolution of all complaints that can be resolved at First Point of contact.
When receiving calls from customers or potential customers requesting information on the bank’s products identify the product requirement and the branch a customer would choose to deal with. Arrange for the in-branch Customer Advisor to contact the customer and follow-up whether this has been done at the agreed time.
Any other duties assigned by the Team Leader/Centre Manager
Action digital requests i.e. BIR, Hello money within SLA.
Strict adherence to risk and compliance
Strictly adhere to all risk and governance policies and procedures.
Adherence to Financial Consumer Protection Guidelines
Comply with Risk and Control Activities and adherences.
Comply with all Human Resources policies and procedures
Qualifications, Skills and Experience:
The ideal candidate for the Barclays Bank Call Centre Agent job should have relevant qualifications
Customer service knowledge
Multi Lingual
High level of Computer literacy
Language proficiency and writing skills
Basic knowledge of Financial Industry products
Barclays Products and Service
Communication Skills
Telephone Etiquette
Negotiation Skills
Interpersonal Skills
Problem Solving Skills
Decision Making Ability
General Business Writing
Trouble Shooting
Technical Inclination
Planning Skills
Behavioral Qualities
Assertive
Initiative
Perseverance
Attention to detail
Team Player
Friendly
Can do
Integrity
Reliability
Courteousness
Helpfulness
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