Customer Service Agent / Customer Operations / Delhi,ncr / Chennai / Global Analytics India Pvt Ltd Job in Gain Credit

Position Summary

We are now seeking to appoint a range of customer service support agents as we strengthen and deepen our relationships with our customers, to focus on dealing with customer enquiries raised via E mail and live chat.

Contacts may come at any stage of the customer lifecycle and will include questions about eligibility for loans, loan applications, servicing, payments details changes and collections activities.

In most cases the nature of queries raised will be routine and predictable and will be capable of being answered largely using preexisting templates (with appropriate personalization)

Part of the nature of the role is to identify unusual, complex or highly sensitive cases and escalate them internally where required for specialist attention. Such escalations may be because of customer vulnerability or other special need or because of a non-standard set of circumstances, previous service failures or other cases of customer distress.

This is an exciting time to join us at Gain, as we are in a period of transition. A Key goal for Gain is to make our customers service experience better. This has 2 strands to it

• Reducing the complexity and frequency of the need for customer contact
• Improving the ease of transaction and consumer experience when contact is made

As well as dealing with routine enquiries the team will be asked to contribute to suggestions for process and system changes to make customers journeys easier and simpler.

The role holder will be skilled at using interrogating and understanding account management systems to identify customer and understand the nature of their account.

The role holder will respond politely, accurately and in line with house style guidance in everyday British English to a range of written customer enquiries which arrive both by online live chat and email. Voice interaction with customers is possible but will be rare. Most Voice interaction will be dealt with elsewhere

The role holders will work with colleagues and managers to identify and solve customer queries and will be familiar with the limits of their personal authority levels, the location and appropriateness of standard templates and the circumstance in which escalation is required.

Critical Business Activities

• Receive, understand and respond to a range of written customer enquires whether in chat or email
• Provide reassuring, accurate and policy aligned responses to customers
• Able to understand and interpret poorly worded or vaguely expressed issues to identify underlying customer needs
• Investigate customer queries thoroughly to ensure that ALL of the presenting query has been addressed.
• identify and escalate cases which fall outside of the ambit of the role For example because the customer is complaining or has identified themselves or been identified as vulnerable
• Produce acceptable volume and quality of output
• Raise persistent process or product issues to management
• Specify, develop and measure success of new initiatives
• Provide regular formal and informal updates to Ops management on issues arising from
• management

Competencies and Experience

Technical Skills and Experience

Skills:

• High level of fluency in written and spoken British English able to distinguish between Indian and British English colloquial language
• High level of grammatical and spelling competence
• Sound keyboard skills
• Numerically competent
• Able to multitask i.e. handle more than one chat at the same time or switch between cases easily
• A service orientation
• Flexible willing and able to change task at short notice
• Self-starting- able and willing to work with limited and or remote direct supervision
• Emotionally robust able to deal personally, stressful and charged cases
• Able to make rational consumer friendly decisions and determine the limits of personal authority
• Understanding of Microsoft office like word and excel etc.

Preferred:

• 2-5 years of experience in retail Financial Services OR a similar period on a consumer facing written led service environment (e.g. travel, utilities, telecoms
• Understanding of the financial services business OR a familiarity the payment systems
• Previous experience in a UK focused Customer service environment is a significant advantage
• Flexible with working hours
• Strong home broadband connection is a highly desirable
• Ability to work at home if required

Competencies Required

• Adjusting to Change: Ability to remain optimistic, recover from setbacks, projects cheerfulness, can cope with change, can tolerate uncertainty, adapts to new challenges, acknowledging criticism, encouraging critical thinking, gathers feedback.
• Investigating Issues: Ability take up learning opportunities, acquiring knowledge and skills, updating specialist knowledge, applying practical skills, learning by doing, applying common sense, continuously improving things, identifying key issues, making intuitive judgements.
• Building Relationships: Ability to put people at ease, welcome people, makes friends, maintain projects enthusiasm, making contacts, active networking, can attract attention, promotes personal achievements and can gain recognition.
• Communicating Information: Should be able to successfully persuade others, shaping opinions, negotiating, can question assumptions, challenges established views, argues own perspective, gives presentations, explains things and is able to project social confidence.
• Structuring Tasks: Ability to work methodically, plans activities, sets priorities, behaves ethically, maintains confidentiality, consistently acts with integrity, works quickly, maintains productivity and can multi-task.

Starting the role

In the initial start-up the role holder will need ot undertake the following

• Become familiar with LS and Drafty products
• Understand the market we serve
• Become familiar with range of templates
• Gain full familiarity with Systems of record
• Understand the current QA process