Job Description
- A call center agent is responsible for handling customer inquiries, providing information about banking products and services, and resolving customer issues or complaints over the phone. They are the primary point of contact for customers who need assistance with their accounts, transactions, or any other banking-related matters.
- Answering incoming calls from customers and addressing their inquiries or concerns promptly and professionally.
- Providing accurate information about various banking products, services, policies, and procedures to customers.
- Assisting customers with account-related activities such as balance inquiries, fund transfers, loan applications, card activations, etc.
- Resolving customer complaints or issues by investigating problems, identifying solutions, and escalating complex cases to higher-level support if necessary.
- Maintaining a high level of knowledge about the bank’s products and services to effectively address customer queries.
- Ensuring compliance with all relevant regulations and policies while handling customer interactions.
- Documenting all customer interactions accurately in the bank’s CRM system or any other designated software.
- Identifying opportunities to cross-sell or upsell additional banking products or services based on customer needs and preferences.
- Collaborating with other departments within the bank to resolve complex customer issues that require coordination across different teams.
- Meeting individual performance targets such as call quality metrics, average handling time, first-call resolution rate, etc.
Job Requirements
- University graduate preferably (2021 – 2022 – 2023).
- More education or experience may be preferred.
- Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
- Understanding of company products, services, and policies.
- Proficiency with computers, especially with CRM software, and strong typing skills.
Apply Via The Following Link
