Customer Service Support Associate

Clarity Consulting
  • Bangalore
  • 2-5 lakh
  • 2-7 years
  • Views
  • 21 Jul 2017

  • Customer Service

  • BPO/ ITES/ Call Centers
Job Description

 Perform in a fast-paced call center environment, interacting with UK customers over the
phone
 Requires patience and stamina to speak to customers continuously for extended periods
of time. Common British courtesy is expected
 Must possess active listening skills. Customers should never be asked to repeat
themselves as this demonstrates poor customer service
 Must resolve customer inquiries and issues while adhering to all policies and procedures
 Must understand and accurately authenticate customers in order to protect customer
identity and account information
 Must have the ability to multi-task while servicing customers, using tools / resources, and
reviewing account activity
 Comprehend and analyze data available across various sources
 Investigate account activity to identify application fraud while on the call with our
customer
 Understand regulatory impacts and be familiar with the UK regulatory environment
 Identify fraudsters that are impersonating true customers - ask the right questions, with a
straight-forward and common sense approach
 Must drive for resolution - demonstrate ownership to go the extra mile to resolve
 Handle escalated calls and provide the right solution over the call for the complaint
 Transfer customers to the appropriate destination for their individual needs, setting the
context and ensuring the customer does not have repeat context
Minimum of 2 years of relevant experience in Fraud Voice support services (for a bank or
financial institution)
 Must possess strong
o Time management, Prioritization and Organizational skills
o Analytical skills to accurately assess the activity
o Decision making skills to take appropriate actions and protect our clients
 Ability to exercise discretion and good judgment in making decisions, act independently
and effectively on complex problem resolution
 Service the customer's inquiry while adhering to measurable departmental goals
 Able to clearly articulate decisions with appropriate reasoning to the customer
 Must possess excellent verbal and written communications


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Clarity Consulting