Customer Service Advisor - Amazon Message Us Team
As a Customer Service Advisor within our Amazon Message Us team, you'll work to support customers with a variety of complex queries about our Amazon products through our online chat function. The team is multiskilled to support with simple questions to more complex issues, including those in vulnerable financial difficulty. Experience within a customer-facing role will be beneficial, along with past experience working within contact centers. You'll need to be comfortable multi-tasking as you may be speaking to multiple customers at the same time whilst personalizing each interaction. Excellent written and verbal communication skills are essential to succeed within this team.
If we receive a high volume of relevant applications, we may choose to close the advert earlier than the advertised date. Please ensure you apply as soon as possible if you have the skills needed to become our next Customer Service Advisor within our Message Us team.
Purpose of the Role
To provide exceptional customer service while resolving more complex customer needs and requests.
Accountabilities
* Provision of customer service through various communication channels including chat, email, and phone.
* Execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalized resolution for each case.
* Collaboration with teams across the bank to align and integrate customer care processes.
* Identification of areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas.
* Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
* Resolution of specific customer inquiries and issues related to the bank’s products and service, including account balances, transactions, and payments.
* Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders.
* Identification of industry trends and developments to implement best practices to improve customer care efficiency and effectiveness.
Analyst Expectations
* To meet the needs of stakeholders/customers through specialist advice and support.
* Perform prescribed activities in a timely manner and to a high standard impacting both the role itself and surrounding roles.
* Responsible for specific processes within a team, and potentially lead and supervise a team, guiding and supporting professional development, and coordinating team resources.
* If the position has leadership responsibilities, demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard.
* For an individual contributor, manage own workload, take responsibility for the implementation of systems and processes within own work area, and participate in projects beyond the direct team.
* Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of closely related teams.
* Check work of colleagues within the team to meet internal and stakeholder requirements.
* Provide specialist advice and support pertaining to own work area.
* Take ownership for managing risk and strengthening controls in relation to work owned or contributed. Deliver work and areas of responsibility in line with relevant rules, regulation, and codes of conduct.
* Maintain and continually build an understanding of how all teams contribute to the objectives of the broader sub-function, delivering impact on collaborating teams' work.
* Develop awareness of the underlying principles and concepts on which work in the area of responsibility is based, building upon administrative/operational expertise.
* Make judgements based on practice and previous experience.
* Assess the validity and applicability of previous or similar experiences and evaluate options under circumstances not covered by procedures.
* Communicate sensitive or difficult information to customers in areas related specifically to customer advice or day-to-day administrative requirements.
* Build relationships with stakeholders/customers to identify and address their needs.
All colleagues are expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence, and Stewardship—our moral compass, helping us do what we believe is right. They are also expected to demonstrate the Barclays Mindset—to Empower, Challenge, and Drive—the operating manual for how we behave.
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