Handles customer inquiries & requests completely and accurately.
Optimizes the opportunity of each customer contact and offer excellent service.
Adheres to the call script to ensure consistency of service rendered to the customer as well as maintain the call duration within agreed limits + meet KPIs and accurately enter customer data and other relevant information into the CC’s CRM as required.
Resolves customer complaints and issues if possible at first call to the satisfaction of the customer.
Alerts the team leader of complaints or issues that require escalation to the responsible departments for complete resolution.
Participates in individual and team training/ meetings in order to ensure that knowledge of Bank’s products & services and of the Call Center’s procedures is up-to-date.