eCommerce International Customer Advisor

Job description

Job Title: Ecommerce & International Service Analyst

Location: Northampton

Salary: From £18,580 + excellent benefits package

Barclays moves, lends, invests and protects money for customers and clients worldwide. Please visit our website here for more information.

About eComm & International

Providing technical Customer Servicing for the Merchant business relating to International and Ecommerce Payment Services. We provide subject matter expertise for International acquiring and Gateway solutions, relating to processing and settlement. The function's key responsibilities include:

We have roles within the department that would suit people from an experienced customer service background

· Providing proactive and differentiated servicing to our customers through a help desk, by telephone, emails and ticketing solutions from 8am – 6pm Monday – Friday

· Roles may be segregated from a contact centre environment and progressing to e-mail or portfolio support as colleague skill base increases

· Subject matter experts for our International, ePDQ and SmartPay products

· Technical integration support for ePDQ, SmartPay and Web developer partnership

Overall purpose of role

· Act as a customer support centre of excellence for all of the various channels of customer contact

· To support new implementation of large corporate customers

· Investigate and act upon non-compliance and potential financial risk

· To deliver high standard of customer service through our model of education and support

· Build relationships with new customers

· To implement Card Scheme rule changes & ensure Merchant compliance by interpretation & education.

· To ensure all customer interactions support our brand promises delivering to a best in class standard of customer service

· Providing customers with necessary go live support and education through a pro-active approach

· Achieve personal and team SLAs

· Drive down and eradicate complaints

Key Accountabilities

· Achieve a high level of professional customer service

· Query resolution via e-mail and telephone through to resolution

Person Specification

Essential

· High level of communication skills both verbal and written, will be required to attend face to face meetings and participate in conference calls

· Good organisational skills and ability to plan/prioritise workload effectively

· Strong attention to detail

· Customer focused and able to deliver exceptional customer services

· Team Player but also able to work on own using initiative if required

· Language capability, Italian or French is desirable.

Preferred

· A general awareness of products / services & systems used within Barclaycard Payment Services (BPS)

· Knowledge of Card Scheme rules and regulations.

· Knowledge of BBS & Operations

· Financial Industry knowledge

· Good understanding of the Internet and general integration knowledge

Purpose and Values

Barclays has a single cross-business Purpose for Barclays and five core Values which underpin it.

Our Purpose is helping people achieve their ambitions in the right way. Put simply this is the answer to the question ‘What is Barclays for?' and it should guide our every action as employees.

Respect

We respect and value those we work with, and the contribution that they make.

Integrity

We act fairly, ethically and openly in all we do.

Service

We put our clients and customers at the centre of what we do.

Excellence

We use our energy, skills and resources to deliver the best, sustainable results.

Stewardship
We are passionate about leaving things better than we found them.