Job Summary

Provide excellent customer service by handling all inbound interactions in a professional manner and resolving queries and complaints to the satisfaction of the customers.Provide excellent customer service by handling all inbound interactions in a professional manner and resolving queries and complaints to the satisfaction of the customers.

Key Accountabilities

• Execute customers’ requests as per agreed procedure.
• Contribute to ensure call centre accessibility and SLA by adherence to the shifting and schedule assigned and answer calls timely.
• Ensure each inbound interaction (calls or non-calls including emails and social media) are handled in an accurate & professional manner as per guidelines and procedures to ensure customer satisfaction and mitigate risk.
• Handle queries and complaints to ensure quality of resolution within TAT.
• Providing accurate and complete information to customers.
• Perform cross sell, digital migration or other initiatives as required by Contact Centre management.
• Seek and promote feedback from customers via CSAT or survey for quality improvements.
• Immediately escalate potential risk issues or customer dissatisfaction to Team Leaders. Take ownership for all cases received to ensure resolution is provided timeline and proper escalation to RMs and CET Management for VVIP and Premium customers.
• Follow and abide the rules and regulations of the bank, CBIS and internal Contact Centre.
• Prepare and pass on in a timely manner all documentation relevant to the call for action by the unit/concerned department.
• Participate in training or development activities to improve own skills and knowledge.
•  Highlight potential process improvements to Team Leaders.

Skills

Other Accountabilities

Well organized and able to handle several issues at once, prioritizing what to do first. have a positive attitude and set a good example. They serve as advocates for their teams and look for ways to help team members succeed

Required Qualifications:

Bachelor’s degree in business or equivalent

Required Experience:

For Specialist, minimum 2 year experience of similar role is required.

Knowledge, & Other skills:

Excellent communication and interpersonal skills.

Excellent time management and work under pressure.

Good typing and telephony/email skills

Education

• Bachelor degree or equivalent