Job Purpose
To receive and resolve inquiries, queries and complaints from both internal and external customers while maintaining the set quality standards and bank processes and procedures.
Key Responsibilities/Accountabilities
- Receive customer queries through any contact channel and ensure they are answered within set SLA.
-Respond to customer queries through any contact channel while maintaining the set quality standards.
-Complete customer security check for all queries and complaints that require customer verification as per the set bank processes and procedures.
-Log all received inquiries, queries and complaints accurately in the available tracking system for records and MIS purposes.
-Follow and adhere to defined and agreed scripts, processes and procedure while handling customer queries.
Preferred Qualification and Experience
-University degree in any relevant field
-Knowledge of the bank’s products and services will be an advantag
-Ability to communicate fluently in English
1-2 years experience in branch banking with exposure to a front office role or in a Call Centre front office role in any service industry.
Knowledge/Technical Skills/Expertise
-Be able to work well within a team, towards a shared goal
- Be able to work under pressure, with demanding customers
-Creative in looking for and suggesting improvements
-Ability to convey factual information clearly and accurately
-Self motivated
To receive and resolve inquiries, queries and complaints from both internal and external customers while maintaining the set quality standards and bank processes and procedures.
Key Responsibilities/Accountabilities
- Receive customer queries through any contact channel and ensure they are answered within set SLA.
-Respond to customer queries through any contact channel while maintaining the set quality standards.
-Complete customer security check for all queries and complaints that require customer verification as per the set bank processes and procedures.
-Log all received inquiries, queries and complaints accurately in the available tracking system for records and MIS purposes.
-Follow and adhere to defined and agreed scripts, processes and procedure while handling customer queries.
Preferred Qualification and Experience
-University degree in any relevant field
-Knowledge of the bank’s products and services will be an advantag
-Ability to communicate fluently in English
1-2 years experience in branch banking with exposure to a front office role or in a Call Centre front office role in any service industry.
Knowledge/Technical Skills/Expertise
-Be able to work well within a team, towards a shared goal
- Be able to work under pressure, with demanding customers
-Creative in looking for and suggesting improvements
-Ability to convey factual information clearly and accurately
-Self motivated
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