ROLE AND RESPONSIBILITIES:

Handle multiple forms of customers’ contacts ( Video/ Chat / Social Media/ Email) to address enquiries, sales, complaint in accordance with the Banks quality procedures to provide best in class customer service to Bank's customers and potential customers alike.

JOB SUMMARY / PURPOSE :

• Answers queries related to Bank's services and products from customers to establish effective Contact Centre services through different platforms (Video / Social Media / Chat / Email).
• Process customers’ financial transactions with accuracy and according to the bank’s policies and procedures.
• Identify products or services that meet customer’s need to Cross sell / Up sell where relevant.
• Work towards achieving scorecards to achieve functions such as including but not limited to areas of Customer Service, Service Quality, Referrals
• Log customer contact outcomes on computerized systems to maintain Contact Centre’s applications appropriately
• Provide one contact resolution whenever possible in order to serve the customer with single point of contact
• Undertake activity in accordance with Bank and Contact Centre procedures for the fulfilment of Call Centre process
• Ensures that the new and returning customers are received and served in a welcoming and pleasing manner
• Perform a variety of tasks within the general scope of the job and others that may be assigned by the management

QUALIFICATIONS, EDUCATION AND EXPERIENCE REQUIREMENTS :

• Diploma / Bachelor Degree 
• Fresh Graduate

PREFERRED SKILLS AND COMPETENCIES

• Flexibility to work in Shifts, Weekends and Holidays
• Team Player
• Customer service & Communication skills