Customer Support Officer.Client Experience and Conduct Group-Customer Service

Job description

Job Purpose

To delight internal and external customers over the phone ( inbound & outbound -call back)

• Interact with customers over the phone to understand their banking needs.
• Provide excellent customer service to achieve customer loyalty.
• Resolve problems over the telephone.
• End-to-end follow-up of customer issues
• Migrate the customers to digital channels
• Convert sales opportunities to meet financial targets.
• Clarify and explain procedures and products over the telephone.
• Capture and report customer feedback towards continual product development.
• Key Result Areas
• Achieve the required KPI set in term of Adherence CRD AHT Quality score post call survey NPS Key Result Areas (Continued)
• Operates in a Call Centre environment where the interface with customers is over the telephone.
• Operates within standard rules and guidelines set by the Bank and additional ones set by and unique to the Direct Banking Center.
• Mostly related to explaining procedures or providing information regarding retail banking products.
• Also involves root cause analysis and reversals of charges and fees when necessary. Knowledge, Skills and Experience Knowledge, Skills and Experience (Continued) University Graduate (preferably with some finance / banking or maths component).
• 1 – 3 years experience
• Very customer-focused
• Computer literate is a must
• Excellent communication skills in English & Urdu/Hindi
• Strong listening & Strong interpersonal skill