Contact Center Agent

Job Purpose -

• Answer inbound and make outbound customer interactions to address inquiries, service requests, and complaints. Project a professional image of the bank throughout the interaction.
• Display main values of Integrity, Customer Focus, Competence, Consistency, and Courteousness while performing daily tasks.
• Timely reporting to concerned parties on all operational risk, fraud, AML, and related issues.

Job Accountabilities -

• Manage inbound and outbound interactions in a timely manner.
• Cross-sell bank’s products and services.
• Address customers’ needs by answering their queries and gathering feedback within the agreed response time to enhance service level.
• Enhance first call resolution by addressing customers’ requests right from the first time.
• Ensure the best customer experience is provided to all customers.
• Handle customer interactions across different platforms like emails, live chat, etc.
• Ensure CPV cases are attended to and responded to within the agreed TAT; identify and report any suspected fraud cases.
• Handle any ad-hoc projects assigned to the contact center once trained.

Qualifications, Experience & Skills -

Qualifications:

• Diploma / Bachelor’s Degree from a reputable institution.

Experience:

• Previous experience in a customer support / contact center role.

Job Specific Skills:

• Communication Skills.
• Excellent customer service skills (including questioning, probing, listening, establishing rapport, matching, and closing).
• Flexibility to work different shifts (the role requires 24/7 availability).