Contact Center Agent
6 days ago
Job Purpose -
- Answer inbound and make outbound customer interactions to address inquiries, service requests, and complaints. Project a professional image of the bank throughout the interaction.
- Display main values of Integrity, Customer Focus, Competence, Consistency, and Courteousness while performing daily tasks.
- Timely reporting to concerned parties on all operational risk, fraud, AML, and related issues.
Job Accountabilities -
- Manage inbound and outbound interactions in a timely manner.
- Cross-sell bank's products and services.
- Address customers' needs by answering their queries and gathering feedback within the agreed response time to enhance service level.
- Enhance first call resolution by addressing customers' requests right from the first time.
- Ensure the best customer experience is provided to all customers.
- Handle customer interactions across different platforms like emails, live chat, etc.
- Ensure CPV cases are attended to and responded to within the agreed TAT; identify and report any suspected fraud cases.
- Handle any ad-hoc projects assigned to the contact center once trained.
Qualifications, Experience & Skills -
Qualifications:
- Diploma / Bachelor's Degree from a reputable institution.
Experience:
- Previous experience in a customer support / contact center role.
Job Specific Skills:
- Communication Skills.
- Excellent customer service skills (including questioning, probing, listening, establishing rapport, matching, and closing).
- Flexibility to work different shifts (the role requires 24/7 availability).
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