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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 | |||||||||||||||||||||||||||||||||||||||||||||
Date Posted: 08/11/2024
Job ID: 99660007
At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations.
