Contact Center Agent

Bachelor of Business Administration (Management)

Nationality: Any Nationality

Vacancy: 1 Vacancy

Job Description

Job Purpose:

Provide & deliver a professional one-stop customer service and create a positive impression of the bank over the phone in line with the bank's established standards operating procedures and policies.

Principal Accountabilities:

1. Ensure providing superior customer services & answer all incoming calls with maximum quality and highest productivity.
2. Recognize and convert sales opportunities while answering prospect customers inquiries and deepen existing customers relationships by cross-selling and generating sales leads.
3. Apply sound & accurate product knowledge.
4. Follow up all activities and requests arising from customer calls and deliver as promised.
5. Handle complaints and resolve problems.
6. Check and update customer data and information.
7. Provide management with valid and regular customer feedback.
8. Ensure efficient secrecy by applying the standard security measures before providing any information to callers as specified by the bank's policy & procedures.
9. Achieve quality and productivity KPIs.
10. Satisfactory execution and follow-up of customer requests until they are closed.
11. Ensure first call resolution and track the number of escalated complaints.
12. Ensure full compliance with AML and the bank's policies and procedures.

Desired Candidate Profile

Education and Experience:

3-4 years of similar experience in the contact centre.