CS&O Analyst

Chennai, India

Event Details:
Date: Thursday  25th - April - 2019 
Time: 10.00am - 12.00pm
Venue: Olympia Technology Park,8th Floor, SIDCO Industrial Estate,Guindy, Chennai 600032
Contact Person: Kandesh Kumar

Eligibility Criteria:


Fresher (B.A, B.Com, BBA, B.Sc (Non- IT)  )(2017-2018 Results Declared Graduates only)

Note:

1) You will not receive the conformation mail since it is a direct walk-in, kindly step in if you meet the above eligibility criteria. 

2) Candidates who had already taken the online test in the last 3 months are not eligible for this role. 

Job Title: Customer Service & Operations Analyst 

Purpose of the Role

This role requires the individual to deliver successful customer/business outcomes, by processing/authorising/investigating all transactions to defined Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) and/or by accurately collecting the required information from customers/business. They actively participate in initiatives to improve customer service, processes and procedures.

Your Responsibilities

As a CS&O Analyst, your key responsibilities will be:

Manage interactions with the end customers

Maintain accuracy/customer satisfaction as per the guidelines/parameters

Interaction with the onshore teams as and when required

Ensure meeting the SLAs

Process adherence and maintaining accuracy levels

Ensuring customer satisfaction scores are as per the benchmarks

Ensuring internal quality scores are achieved as per the benchmarks

Contribute to building process capability and participate cross training

Investigate queries accurately and raise with the relevant parties without delay and escalated where needed

Support process training and knowledge sharing within the team

Recognizes and escalates issues and seeks advice when faced with non-standard issues/problems.

Capture and collate MI as required according to recognised processes and practices

Complete all mandatory training/accreditations as applicable to your role and your team

Support improving team and customer performance by Role modelling Core Service Behaviours, Our Standards and adoption of Determined to Lead tools and techniques

Suggest areas of customer/business focused improvement in their daily processing and escalate appropriately

Review manual or ineffective processes which could be automated, or enhanced, to enable the provision of superior customer/business experience/service

Review processing errors and customer complaints to identify trends and training needs

Comply with Our Code, all RBS policies, How we manage RBS, and if applicable How we manage our Business, and deliver against all relevant statutory, regulatory, supervisory and legal obligations. Additionally, use the Yes check to guide and support decision-making.

The Skills you’ll need

Fresher (B.A, B.Com, BBA, B.Sc (Non - IT) ) (2017-2018 Results Declared Graduates only) ,

Be aware of changes in trends/policies/regulations as applicable to your business

Understanding of the industry and customers

Thorough understanding of product and processes, banking systems

Good knowledge of Banking, Customer Service, MS Office, Back Office, Live person is essential.

CANDIDATE NEED TO BE COMFORTABLE WITH THE WORKING HOURS (24*7 Rotational Shifts). 

Why RBS?

Our purpose is to serve customers well. We serve around 19 million customers across the globe, and our aim is to consistently meet and exceed their needs wherever they find us. Our ambition is to become the UK’s number-one bank for customer trust, service and advocacy and our team in India is integral to helping us achieve this goal.

We’ll make sure you’re clear on what’s expected of you in your role, that you have what you need so that you’re capable of succeeding, and that you’re motivated to do your best work. We’re a place where you can grow your career, build skills, expand your horizons and be recognised for the great contributions you make.

Reward

Your reward is about much more than just your salary. Our benefits packages are designed to be flexible, giving you the freedom to make choices which fit your lifestyle, and your plans for the future.

Inclusion

We care about diversity, and we believe everyone should be able to bring their whole selves to work. And as an equal opportunity employer, we invite applicants from all sections of the community including across gender identities, orientations, physical and mental capabilities, cultures and ages. We want you for the work you’ll do.

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