Responsibilities:
- Understand customers needs and provide 1st call resolutions. Solicit customer feedback, identify problem trends and recommend improvement actions.
- Handle inbound enquiries from customers on banking products and services within SLA.
- Include fulfilling OMNI channel work place to include other CS comms such as email, social media, service recovery due to exigencies events (if any).
- Ensure all calls are handled within the agreed Service Quality such as Product knowledge and service delivery.
- Process waivers within the SLA.
- Compliance and regulatory
Requirements:
- Diploma in a related field preferably (Banking, Business, Finance and related fields) with less than 3 years of Contact Centre experience preferred.
- Strong analytical and implementation skills, demonstrated ability to effectively manage multiple tasks and drive change across a complex organization and multiple stakeholders.
- A team player with a positive attitude, professionalism and a strong work ethic with high level of integrity and ethics.
- Ability to identify patterns or connections between situations that are not obviously related and to identify key or underlying issues in complex situations
Please note only shortlisted candidates will be notified.
