Senior Officer, Contact Center
- Ensures highest standard of service delivery to our customers.
- Monitor and respond to incoming calls/emails/social media platform/written correspondences
- Maintains confidentiality of the Bank’s customers and data.
- 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 Contact Centre standards to ensure contact handling accuracy and operational effectiveness
- Uses customer service and sales skills to optimize the opportunity of each customer contact.
- Educates the customer about the Bank’s products and services and directs them toward available resources for self-help.
- Resolves customer complaints and problems to the satisfaction of the customer, and completes accurately the necessary documentation of complaints, issues and subsequent solutions.
- Ensure group compliance & control standards are observed and met in the execution of customers’ transaction requests
- Uses technology and system tools as directed and within established guidelines.
- Ensures knowledge is up-to-date by participating in individual and team trainings, meetings and reading the information posted in the Contact Centre’s knowledge management system.
- Keeps abreast with current issues in the banking environment and competitors’ innovations.
Requirements:
- Degree/ Diploma in any discipline.
- Experience in Call Centre, Banking or Customer Service (calls and correspondents) environment will be an advantage.
- Possess a positive mindset with a “CAN-DO” attitude and passion to deliver quality customer service.
- Possess a pleasant voice, excellent comprehension, communication, interpersonal skills and work etiquette.
- Good analytical skills; passion for working and is good in working with numbers.
- Resourceful, proactive, results-driven, attentive to details and a good team player who likes to work in a fast-paced changing environment.
- Passion for working, responsible and with good working attitude.
- Proficient in PC skills including MS Office applications.
- Ability to work on staggered/rotational shifts including weekends and Public Holidays to support 24x7 Contact Centre service operations.