Vacancy of Operations Analyst at Barclays, Delhi

Barclays invites job applications for the Operations Analyst post for the Delhi location for the year 2021. Online applications are open on the official website.

Responsibilities

• 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.

Skills

• 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

What Barclays is 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.