Job Details
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Job Description
- Handles customer requests/issues/questions professionally and strives to deliver a first-time resolution service;
- Meets defined KPIs.
- Processes transactional activities in line with the company's standards, policies, and processes.
- Provides accurate and timely information by fully investigating all customer inquiries, using all available equipment and applications to ensure that incidents and problems are resolved efficiently and within SLAs.
- Exchanges information effectively, to direct customer requests/issues/questions/complaints to the relevant teams for action.
- Uses time proactively and efficiently to deliver on service targets.
- Provides feedback and suggestions to develop and improve customer experience in respect of call trends/drivers.
- Good understanding of the company's services, systems, policies, and processes to effectively deal with a variety of questions and customer transactions;
- Effectively interacts with stakeholders where necessary, to assist with efficient query/complaint resolution.
- Performs other job-related duties or tasks defined by the supervisor or resulting from assigned agendas.
Job Requirements
- Bachelor degree
- Very Good English
- Good computer skills
- Problem-solving skills
- Ability to multitask & work under pressure
- Time Management skills
- Good verbal \ written communication skills
- previous experience in Retail, banks, and customer care is preferable.
Skills:
- Digital Advocacy
- Customer Journey Knowledge
- Ownership
- Building Rapport
- Resilience
- Expert Advice
- Expert Communication
- Empathy
