Job Title: Call Centre Agent (No Experience
Jobs)
Jobs)
Organisation: Barclays
Bank UK
Bank UK
Duty Station:
Kampala, Uganda
Kampala, Uganda
Reports to:
Complaints and Queries Manager
Complaints and Queries Manager
About Barclays UK:
Barclays is a
British multinational banking and financial services company headquartered in
London. It is a universal bank with operations in retail, wholesale and
investment banking, as well as wealth management, mortgage lending and credit cards.
It has operations in over 50 countries and territories and has around 48
million customers. As of 31 December 2011, Barclays had total assets of US$2.42
trillion, the seventh-largest of any bank worldwide.
British multinational banking and financial services company headquartered in
London. It is a universal bank with operations in retail, wholesale and
investment banking, as well as wealth management, mortgage lending and credit cards.
It has operations in over 50 countries and territories and has around 48
million customers. As of 31 December 2011, Barclays had total assets of US$2.42
trillion, the seventh-largest of any bank worldwide.
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.
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
- Mandatory Risk and Control objective
Qualifications, Skills and Experience:
- The Barclays Bank Call Centre Agent must hold relevant
qualifications from recognized universities / institutions - Communication Skills
- Telephone Etiquette
- Negotiation Skills
- Interpersonal Skills
- Problem Solving Skills
- Decision Making Ability
- General Business Writing
- Trouble Shooting
- Technical Inclination
- Planning Skills
- Assertive
- Initiative
- Perseverance
- Attention to detail
- Team Player
- Friendly
- Can do
- Integrity
- Reliability
- Courteousness
- Helpfulness
- 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
How to Apply:
If you feel
challenged by any of the above positions, and believe you can deliver on key
deliverables as outlined above, upload your application letter, current
curriculum vitae and photocopies of academic certificate to our recruitment
website detail below:
challenged by any of the above positions, and believe you can deliver on key
deliverables as outlined above, upload your application letter, current
curriculum vitae and photocopies of academic certificate to our recruitment
website detail below:
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find us on our facebook page https://www.facebook.com/UgandanJobline