Job Description
Job Purpose
- Deliver exceptional service to internal and external customers via phone (inbound, outbound, and call-back), chat, and email.
- Understand customer banking needs and provide accurate information and solutions.
- Ensure customer satisfaction and loyalty through prompt and professional service.
- Resolve customer issues across multiple channels (telephone, email, live chat) with end-to-end follow-up.
- Promote and migrate customers to digital banking channels.
- Identify and convert sales opportunities to meet financial targets.
- Explain banking procedures and products clearly over the phone.
- Capture and report customer feedback for continuous improvement of products and services.
Key Result Areas
- Achieve KPIs related to Adherence, CRD (Call Resolution Duration), AHT (Average Handling Time), Quality Score, Post-Call Survey Results, and Net Promoter Score (NPS).
Additional Responsibilities
- Operate within a call centre environment, adhering to bank guidelines and Direct Banking Center standards.
- Provide accurate information on retail and international banking products and services.
- Perform root cause analysis and process reversals of charges/fees when necessary.
Knowledge, Skills & Experience
- University Graduate (preferably with finance, banking, or mathematics background).
- 13 years in customer service or banking (experience in international banking is a must).
- Strong customer focus and interpersonal skills.
- Excellent communication skills in English and Urdu/Hindi.
- Computer literacy is essential.
- Active listening and problem-solving abilities.
- Ability to work full-time from office.
- Flexibility to work in 247 rotational shifts.
