Job Purpose Summary:
The incumbent will be primarily responsible for conducting business over the telephone and utilize advanced contact technology to provide utmost customer service.
Essential Duties & Responsibilities by Dimensions
A. Shareholder & Financial:
- Achieve Key Performance Indicators (KPIs) like average time taken to answer calls, average time taken to resolve queries/ process, number of call requests attended to in a day, number of call requests closed/ actioned during the day and etc. for the entire Customer Care Center
- Implements KPI’s and best practices for Officer, Customer Care Call Center
- Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.
- Act within the limits of the powers delegated to the incumbent
B. Customer (Internal & External):
- Ensure that customer queries/ requests are attended to immediately without any loss of time and opportunity.
- To assist customers in all their queries on Bank’s product and seek solution to their requests.
- Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.
- Build and maintain strong/effective relationships with related departments/units to achieve the Group’s objectives.
- Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required.
C. Internal (Processes, Products, Regulatory):
- Responsible for responding to incoming client calls in accordance with quality and customer service standards.
- Ensure that customers are provided with complete and accurate product information and thorough buying advice.
- Follow Data Protection (KYC).
- Acquire training to gain service and product knowledge on; accounts, loans, cards,, branch working hours/locations; ATM locations etc. and be able to conscientiously carry out Customer Care Call Center duties.
- Protect the positive image of the Group through professional phone interaction.
- Deal with all customer requests/ complaints in a professional way to bring about a positive outcome.
- To assist customers in all their queries on Bank’s product and seek solution to their requests.
- Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.
- Adhere to the Group’s data protection policies/ procedures at all times
D. Learning & Knowledge:
- Possess a good knowledge of the entire banking products provided through the customer care call center and related risks together with a working knowledge of Customer Care Call Center operations and control.
- Actively participate in staff meetings for performance assessment and guidance and discuss and resolve concerns/ issues, if any.
- Identify related areas for professional development of self.
- Proactively identify areas for professional development of self and undertake development activities.
- Seek out opportunities to remain current with all developments in professional field.
Education and Experience Requirements:
- High School
- Diploma degree graduate preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study),
- No years of experience required
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