Technical Account Manager / Customer Service (Contract based)

Technical Account Manager / Customer Service (Contract based)

Responsibilities:

• Hire, train and support customer service specialists in their roles
• Monitor and evaluate the performance of all customer service specialists, by first call resolution, service satisfaction, call pick-up rate and quality of response
• First point of escalation for issues and queries faced by customer service specialists
• Level 2 escalation point for customer complaints
• Identify any operational issues and suggest improvements
• Prepare reports/metrics and analyze available data
• Evaluate call center technologies and customer service standards
• Form service center operational strategies, including capacity planning
• Meet financial objectives of the service center
• Meet the agreed service levels of the service center

Requirements:

1. Min. 5 years’ experience in a bank customer service environment with team lead or managerial experience
2. Strong banking knowledge
3. Fluency in English (Must)
4. Exceptional customer service, active listening, strong verbal and written communication skills, along with a professional phone voice
5. Track record of over-achieving quota
6. Familiarity with CRM systems and practices
7. Customer focus and adaptability to different personality types
8. Ability to multi-task, set priorities, and manage time effectively
9. Bachelor’s degree or above