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