Call Centre Agent (Outsource)

1- JOB PURPOSE:

Attending incoming calls, conducting outbound calls for follow-ups and updates. Responding to customers’ e-mails and enquiries. Managing and resolving customer complaints. Sell financial services and place customer orders in the system. Identify and escalate issues to concerned departments. Being first point resolution Center for customers.

2- Operational Responsibilities:

1. Operate telephone switchboard to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments.
2. Attending all types of enquiry calls within the TAT.
3. Schedule appointments, maintain a tracker and update appointment calendars.
4. Hear and resolve complaints from customers or the public. First point resolution.
5. File and maintain records for customer communications and requests.
6. Receive payment and record receipts for services.
7. Transmit information or documents to customers using systems and mail.
8. Analyze data to determine answers to questions from customers or members of the public.
9. Collect, sort, distribute, or prepare mail, messages.
10. Provide information about establishment, such as location of offices, and employees within the organization, or details about provided services.
11. Calculate eligibility for financing products.
12. Take requests from customers and route to concerned departments.
13. Cooperate with other departments to find customer enquiry resolution.

3- Technical Competencies:

1. Customer Relationship Management
2. Credit Risk Analysis
3. Banking Applications
4. Banking Systems
5. Corporate Banking Product & Services
6. Policy Formulation