Ensures highest standard of service delivery to customers.
Monitors and responds to incoming calls, emails, social media platforms, and written correspondences.
Maintains confidentiality of the Bank's customers and data.
Identifies and resolves customer issues and enquiries received via calls, mail, emails, and social media platforms completely and accurately within the committed turnaround time, in accordance with Department standards to ensure call-handling accuracy and operational effectiveness.
Educates customers about the Bank's products and services and directs them towards available self-help resources.
Resolves customer complaints and problems to the satisfaction of customers, and accurately completes necessary documentation of complaints, issues, and subsequent solutions.
Ensures group compliance and control standards are observed and met in the execution of customers transaction requests.
Uses technology and system tools as directed and in accordance with established guidelines.
Keeps knowledge up to date by participating in individual and team trainings, meetings, and by reading information posted in the Contact Centre's knowledge management system.
Keeps abreast of current issues in the banking environment and competitors innovations.
Job Requirements
Degree or Diploma in any discipline.
Experience in Call Centre, Banking, or Customer Service (calls and correspondence) environments will be an advantage.
Possesses a positive mindset with a CAN-DO attitude and a passion to deliver quality customer service.
Possesses a pleasant voice, excellent comprehension, communication, interpersonal skills, and good work etiquette.
Good analytical skills passionate about working with and good at handling numbers.
Resourceful, proactive, results-driven, attentive to details, and a good team player who enjoys working in a fast-paced, changing environment.
Passionate about work, responsible, and demonstrates a good working attitude.
Proficient in PC skills, including Microsoft Office applications.
