Summary:
The role involves managing customer interactions efficiently, resolving issues promptly, and ensuring customer satisfaction through effective communication and service delivery. The position requires adherence to compliance and confidentiality standards while striving to achieve service targets and maintain high performance indicators.
Responsibilities:
- Handle customer calls and issues quickly and effectively, ensuring end-to-end resolution.
- Sign up customers for value-added services and provide digital education where applicable.
- Accurately tag call types as appropriate.
- Provide accurate information to customers regarding their queries and concerns.
- Maintain high awareness levels on KYC and Anti-money laundering policies.
- Handle both inbound and outbound calls efficiently, if applicable.
- Initiate and strive towards achieving set targets and service standards.
- Probe and identify financial needs on service calls and propose relevant solutions aligned with customer requirements.
- Identify potential disputes, escalations, specific trends, or process gaps and highlight them to management.
- Ensure sales pitches are conducted without mis-selling and achieve targets in terms of leads or self-closure.
- Ensure proper follow-up and tracking of cases, achieving closure within the turnaround time.
- Strictly adhere to customer data confidentiality.
- Comply with all applicable rules, regulations, and group policies.
- Ensure KPIs and KRIs are achieved and work towards continuous improvement.
- Follow up on delinquent accounts to negotiate timely payments, if applicable.
Required Skills:
- Strong communication and interpersonal skills.
- Ability to handle multiple tasks efficiently.
- High level of accuracy and attention to detail.
- Strong problem-solving skills.
Preferred Skills:
- Experience in customer service or call center environments.
- Familiarity with digital education and value-added services.
- Experience in financial services or related industries.
- Knowledge of KYC and Anti-money laundering policies.
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