Contact Center Agent

Job Purpose -

• Answer inbound & make outbound customer interactions to address inquiries, service requests and complaints. Project a professional image of bank throughout the interaction
• Display main Values of Integrity, Customer Focus, Competence, Consistency and Courteousness while performing the daily tasks.
• Timely reporting to concerned parties on all operational risk, fraud, AML, and related issues.

Job Accountabilities -

• Manage inbound and outbound interactions in a timely manner.
• Cross sell bank's products and services.
• Address customers needs through answering their queries and getting their feedback within the agreed response time to enhance the service level.
• Enhance the first call resolution by addressing customers requests right from the first time.
• Ensure the best Customer experience is given to all customers.
• Handle customers across different platforms like Emails, live chat, etc.
• Insure CPV cases are attended and responded within the agreed TAT; identify and report any suspected fraud cases.
• Handle any adhoc project given to the contact center once assigned and getting trained.

Qualifications, Experience & Skills -

Qualifications

• Diploma / Bachelor's Degree from reputable institution

Experience

• Previous experience in a customer support / contact Centre role

Job Specific Skills

• Communication Skills
• Excellent customer service skills (including questioning, probing, listening, establishing rapport, matching, and closing)
• Flexibility on working different shifts.
• (the role requires a 24 by 7 work).