Job Summary

Provide first class customer service on the telephone by answering all calls in a professional manner and resolving queries to the satisfaction of the customer.

Key Responsibilities:

• Ensure each call is answered in an accurate & professional manner.
• Prepare and pass on in a timely manner all documentation relevant to the call for action by the unit / concerned department.
• Maintain statistics on all calls received and pass this information through the system
• Notify Supervisor and Team Leader of all complaints relating to services, products and delivery
• Adhere to the roster and be flexible on shift duties including weekends & holidays

Key Accountabilities

• ACD talk time/Occupancy
• Calls answered within the set threshold
• Product knowledge & customer service
• Customer satisfaction rate (Monitoring & Coaching)
• IVR C-SAT scores

Other Accountabilities

Internal:

Team Leaders

Daily reporting.

All customer related challenges and issues to be immediately raised with Team leaders.

Managers

In the absence of the Team Leaders, approach help from Managers

Trainer /Coach

For quality feedback and training requirements

Key Interactions

External:

CB Contact Center Staff

Highlight challenges/feedback to CB management

CB Customers

Handle all Retail customer calls within the set threshold and provide service in a professional manner and resolve customer queries.  

CB Other

To find resolution / Clarifications

Skills

Competencies

• Adaptability/Flexibility
• Creativity/Innovation
• Customer Focus
• Customer Service
• Initiative
• Integrity/Ethics
• Job Knowledge
• Negotiation Skills
• Organizational Savvy
• Planning
• Product Knowledge
• Productivity
• Quality
• Results Focus

Skills

• Bank Operations
• Online Banking
• Security Procedures

Education

• Degree in Business Administration