Job Description

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Skill Set Matrix for Customer Care Executive - BGB Back office
Skills Sets TESTED / TRAINED THROUGH Qualifying Score
Technical Skills Good computer Navigation skills Computer Proficiency test at Hiring 70%
- Ability to use the Desktop Computer system
- Basic IT knowledge & familiarity of Operating Systems (Windows 95/98/2000/NT)
- Basic Knowledge of using Internet, Web Browser, Search Engine etc
Keyboarding Skills Typing Test at Hiring >= 25
Process Specific Skills Knowledge of UK Culture UK Culture Training 80%
Knowledge of Utility Industry in UK Domain Training 80%
Process Knowledge - Will be provided based on the Nimbus maps & work instructions provided for training by the client. Please review JD for details on process, Micro knowledge of the process, Micro knowledge of tasks and sub tasks handled, Micro knowledge of tasks and sub tasks handled
Process Training and Assessments 80%
Systems Knowledge - Training will be provided on clients proprietary mainframes and systems . All specific System Applications that are to be used in this Role Profile
Customer Service Focus - Ability to clearly understand the key customer issues by gathering relevant information from a variety of sources (different systems), & understand sequence of events Customer Service Skills Training 80%
Data Gathering and Handling Skills Data sufficiency test at hiring 70%
Problem Solving Skills Logic & Reasoning Test at Hiring 80%
Soft Skills (Desirable) Business Awareness Personal Interview at the time of hiring On the job Coaching/ Mentoring
Teamwork
Adaptability
Work standards
Managing self
Minimum skills - required to have threshold and tool for measurement.
Desirable Skills - No threshold specified