Job Summary
This role involves handling inbound calls to assist customers, address their queries and ensure excellent customer service are provided. It also includes providing outbound services or sales calls when required. Strong communication skills and ability to work on holidays are essential for this role.
Key Responsibilities
• Handle inbound calls, provide end to end solutions to clients
• Ensure all client enquires, service request and complaints are handled as per defined processes.
• To be updated with all contact center process and policies and bank product information.
• Supporting the client on any client-initiated needs
• Delivering on transactions, service requests, mobile/online training
• Fulfill all service needs with maximum first call resolution
• Co-browse with the Client in order to assist in resolving issues
• Ability to solve problems and close issues without handing over
• Educate and steer clients for interactions with the bank via online
• Educate and conduct initial set up for online, ATMs etc where required
• Suggest solutions Client might potentially need using analytics triggered next-best-conversation;
• Perform a needs analysis with Clients on receiving calls
Skills and Experience
- Call Center Management
- Empathy and problem-solving
- Possess customer centric and positive mindset with a can-do attitude
- Ability to multi-task, prioritize and manage time effectively; remain calm under pressure, especially during peak hours or intense situations.
- Effective Communication
- MS Office
