International & eCommerce Service Advisor

Job description

Job Title: Barclaycard International & eCommerce Service Advisor
Primary Location: Northampton
Department: eCommerce & International Servicing
Salary- £18,580 + great benefits package

Barclays moves, lends, invests and protects money for customers and clients worldwide.

eCommerce & International
Servicing International and ecommerce customers with technical customer support for Internet Gateway products and or international payments. Sharing best practice for payment processing with customers to avoid fraud and chargebacks
Overall purpose of role
•To deliver High standards of customer service through education and support
•To ensure all customer interactions support out brand promises delivering to a best in class standard of customer service
•Utilising technical skills and be a subject matter expert for ecommerce and international processing

Key Accountabilities and Skills required
•Named contact for mid to large corporate customers and support during implementation of complex European products and propositions, coordinating with the customer and business
•Providing solutions that proactively support customers and regularly review top causes for contact and remove customer pain points
•Prepare and be involved with new customer support reviews, working to ensure a seamless transition, providing relevant information up front to ensure compliance and a good understanding of the service offering
Stakeholder management and leadership
•Reports to eCommerce and International Team Leader & will engage with Key stakeholders across GPA and wider business partners, including external third party suppliers
•Can communicate at all levels with excellent written and verbal skills
•Challenge the status quo, agitate and negotiate to achieve the right result, whilst balancing the needs of the business
Decision making and problem solving
•Review databases to identify and act upon ‘Non-value adding customers', making recommendations to the customer on value-adding services
•Maintain contact with Card Scheme Management partners to keep abreast of any changes that will impact the way we operate, making necessary in-house changes and working with our customers to ensure compliance
•Looking for improved working practices to minimise risk and non-compliance

Your Skills and Qualifications will include
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

Preferred
•A general awareness of products / services & systems used within Global Payment Acceptance (GPA)
•Knowledge of Card Scheme rules and regulations
•Knowledge of BBS O&T, GPA Operations
•Italian Language capability, Italian, French is desirable

The Benefits
Our customers deserve the best. The same goes for our employees. That's why at Barclays you'll receive a range of benefits that include a competitive salary and all the tools, technology and support you need to succeed.

Our Culture
Everything we do is shaped by the five values of Respect, Integrity, Service, Excellence and Stewardship. The values inform the foundations of our relationships with customers and clients, but they also shape how we measure and reward the performance of our employees. Simply put, success is not just about what you achieve, but about how you achieve it.

Dynamic working gives everyone at Barclays the opportunity to integrate professional and personal lives, if you have a need for flexibility then please discuss this with the hiring manager.

Barclays is an equal opportunity employer and are opposed to discrimination on any grounds.

Risk and Control
All Barclays colleagues have to ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards.