To provide the best and accurate solutions to queries related to the Bank’s Products and Services which were not delivered satisfactorily by our systems and branches, within prescribed times to both external and internal customers in a professional manner, with the aim of attracting more customers and maintaining good relationships with the already existing customers.
Key Responsibilities/Accountabilities
- Act as the first contact person for all external customers’ queries
- Log on or off onto Avaya immediately when start working and finish working respectively.
- Be ready on Avaya for 80% of the working hours daily.
- Do security check before assisting each and every customer.
- Create customers’ own contact numbers on AVAYA.
- Capture details of the caller’s request or query on Salesforce during live conversation.
- Give the customer the case number of the request or query you are attending.
- Provide all the relevant details of the request or query that is escalated for further investigation.
- Do follow up on the escalated query until it gets resolved.
- Increase customers’ requested Internet Banking limits as per operational limit assigned to you.
- Prepare and adhere to shift rooster.
- Refer the issues that are unknown to you to your colleaques.
- Ensure that after call works not exceed 2 seconds
- Check your Salesforce cases regularly, every 10 minutes
- Read and understand what the query is all about before acting on it to avoid re-works.
- Acknowledge and give the customer appropriate time for the feedback .
- Proof- read your emails before sending.
- Exclude the customer in your communication while doing investigation.
- Utilize all the available systems before escalating the query.
- Update your findings for investigative queries on Salesforce.
- Provide accurate answers and solutions to the queries and problems assigned to you at all times.
- Identify gaps in the bank service and systems and escalate to Team Leader
- Log all the queries and requests assigned to you onto Salesforce daily.
- Assist in ensuring the customer contact centre is functioning at all times, documenting and reporting any interruption in service to the appropriate channels
- Examine pertinent information and determine accuracy of customer issues and responsibility for resolution
- Ensure effective provision of answers to questions and enquiries from the public about the bank’s products and services
- Assist in developing and maintaining a database of customers, providing support for effective customer profiling
Any other duties as assigned
Preferred Qualification and Experience
- 1-2 Years relevant experience in banking and Customer Contact Centre is an added advantage
- Banking experience, specifically within the branch network (thorough understanding of transactional banking products) or/and Understanding the branch service standard and practice
- High degree of intelligence, communication and analytical skills
Knowledge/Technical Skills/Expertise
- A good understanding of the entire Bank’s full range of products
- A basic knowledge of regulations governing the management of financial services
- A good knowledge of the bank’s service principles.
- A basic knowledge of the Code of banking practice and other bank’s policies
Apply here!