Job Responsibilities
• 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
Department standards to ensure calls handle
accuracy and operational effectiveness
• 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.
Job 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.
• Possess good command of written and spoken English.
• 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.