Ensures highest standard of service delivery to our customers.
Monitor and respond to incoming calls/emails/social media platform/written correspondences
Maintains confidentiality of the Bank's customers and data.
Identifies and resolves customer issues and enquires received via calls/mail/emails/social media platforms completely, accurately within the committed turnaround time and in accordance with Contact Centre standards to ensure contact handling accuracy and operational effectiveness
Uses customer service and sales skills to optimize the opportunity of each customer contact.
Educates the customer about the Bank's products and services and directs them toward available resources for self-help.
Resolves customer complaints and problems to the satisfaction of the customer, and completes accurately the necessary documentation of complaints, issues and subsequent solutions.
Ensure group compliance & control standards are observed and met in the execution of customers transaction requests
Uses technology and system tools as directed and within established guidelines.
Ensures knowledge is up-to-date by participating in individual and team trainings, meetings and reading the information posted in the Contact Centre's knowledge management system.
Keeps abreast with current issues in the banking environment and competitors innovations.

Requirements:

Degree/ Diploma in any discipline.
Experience in Call Centre, Banking or Customer Service (calls and correspondents) environment will be an advantage.
Possess a positive mindset with a CAN-DO attitude and passion to deliver quality customer service.
Possess a pleasant voice, excellent comprehension, communication, interpersonal skills and work etiquette.
Good analytical skills passion for working and is good in working with numbers.
Resourceful, proactive, results-driven, attentive to details and a good team player who likes to work in a fast-paced changing environment.
Passion for working, responsible and with good working attitude.
Proficient in PC skills including MS Office applications.
Ability to work on staggered/rotational shifts including weekends and Public Holidays to support 24x7 Contact Centre service operations.

Senior Officer, Customer Service, Contact Center