Subject Matter Expert -Customer Experience

Job title: Subject Matter Expert -Customer Experience

Company: Equiniti

Job description: You will be responsible for executing trades and dealing with simple customer enquiries that relate to the service provision. The role will also require regular communication with US based colleagues to ensure customer requests are dealt with in a timely and effective manner.

Business Functions:

EQI Operations as team carry out a range of activities in accordance with the predetermined procedure and service standards under appropriate guidance and direction. the scope of these activities will range across all Equiniti’s business lines.

Core Duties and Responsibilities:

As the successful candidate you will be responsible for;

Deputise for your Team Leader; cover your Team Leader’s daily duties in their absence, in regards of Call Quality Monitoring, updating the absence tracker, monitoring agent activity via the Real Time Display.

Offer guidance & support to Contact Centre Agents – use your experience & knowledge to help others develop in their roles.

Take escalations & complex queries from agents and escalate as necessary.

Log on and take calls in line with the trigger procedure.

Additional duties in line with business requirements

Offer a professional service to a variety of clients.

Strive to provide a professional service at all times.

Accurate recording of information onto a live system.

Query handling in response to customer requests with the support of clear information and processes.

Process changes in Client/Customer records in response to appropriately authorised requests that are within the required limits for processing.

Provide guidance to Shareholders on correct procedures to be followed.

Contribute to the development initiatives of the Team e.g. continuous process improvement, etc.

On attainment of good level of experience agents may be asked to assist less experienced team members.

Always to undertake the duties of this role in accordance with the requirements of the company’s Regulators, including SEC Principles for Business.

Skills Attributes and Behaviour:

To be the successful candidate one need to possess the below;

Excellent communication skills.

The ability to take on board and learn specialist information.

Previous customer service experience.

Fast and accurate recording of information skills.

Continually collecting and checking data or feedback from the customer and market to ensure the standards of Equiniti’s products and services are meeting expectations.

Deals promptly with customers’ concerns and complaints to the customers’ satisfaction.

Keeps team updated about customer and market activities.

Shares knowledge willingly and regularly with both colleagues and customers.

Enjoys the technical elements of their role and shares that enthusiasm.

Always looking for information and ways to develop and share their technical knowledge and skills.

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Please note any offer of employment is subject to satisfactory pre-employment screening checks.

Expected salary:

Location: Bangalore, Karnataka

Job date: Fri, 02 Oct 2020 03:08:37 GMT

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