Job Responsibilities:
ā¢ Ensures highest standard of service delivery to our customers.
ā¢ Monitor and respond to incoming calls/emails/social media platform/written correspondences
ā¢ Maintains confidentiality of the Bankās customers and data.
ā¢ Identifies and resolves customer issues and enquires received via calls/mail/emails/social media platforms completely, accurately within the committed turnaround time and in accordance with Department standards to ensure calls handle accuracy and operational effectiveness
ā¢ Educates the customer about the Bankās products and services and directs them toward available resources for self-help.
ā¢ Resolves customer complaints and problems to the satisfaction of the customer, and completes accurately the necessary documentation of complaints, issues and subsequent solutions.
ā¢ Ensure group compliance & control standards are observed and met in the execution of customersā transaction requests
ā¢ Uses technology and system tools as directed and within established guidelines.
ā¢ Ensures knowledge is up-to-date by participating in individual and team trainings, meetings and reading the information posted in the Contact Centreās knowledge management system.
ā¢ Keeps abreast with current issues in the banking environment and competitorsā innovations.
Job Requirements:
ā¢ Experience in Call Centre, Banking or Customer Service (calls and correspondents) environment will be an advantage.
ā¢ Possess a positive mindset with a āCAN-DOā attitude and passion to deliver quality customer service.
ā¢ Possess a pleasant voice, excellent comprehension, communication, interpersonal skills and work etiquette.
ā¢ Possess good command of written and spoken English.
ā¢ Good analytical skills; passion for working and is good in working with numbers.
ā¢ Resourceful, proactive, results-driven, attentive to details and a good team player who likes to work in a fast-paced changing environment.
ā¢ Passion for working, responsible and with good working attitude.
ā¢ Proficient in PC skills including MS Office applications.