- Ensures highest standard of service delivery to our customers.
- Monitor and respond to incoming calls/emails/social media platform/written correspondences.
- Resolves CSO and customer issues.
- Proactively solves problems and provides timely resolution to ensure minimal impact to customer and employee satisfaction.
- Identifies the most appropriate course of action for problem resolution and effectively communicates plans to those impacted.
- Promotes a supportive environment in which employees are encouraged to solve problems and address customer issues.
- Provides management support to CSOs such as through the review and resolution of all transactions that are beyond the jurisdiction of the CSOs.
- Conducts monitoring and coaching sessions.
- Provides on-the-job training and mentoring.
- Conducts coaching and performance appraisal sessions to identify opportunities and recognize positive behaviours.
- Involve in Department project.
- Identifying areas for improvement and implementing process enhancements
Requirements:
- Bachelor’s degree with 3 years of working experience in Contact Centre
- Good People Management skills
- Great communication skills
- Adhere to Bank Policy and ensure SLA are met.
- Experience in Call Centre, Banking or Customer Service (calls and correspondents) environment will be an advantage.
Interested candidates kindly submit your updated CV in a Word Format to: [email protected]. Only shortlisted candidates will be notify. Thank you.
