Senior Customer Service Officer.CXC - RBG - Direct Banking Center.Client Experience and Conduct Group

Job PurposeTo delight internal and external customers over the phone ( inbound & outbound -call back)

• Interact with customers over the phone, chat , email to understand their banking needs.
• Provide excellent customer service to achieve customer loyalty.
• Resolve problems over the live chat, email or telephone.
• Convert sales opportunities in order to meet financial targets.
• Clarify and explain procedures and products over the telephone.
• Capture and report customer feedback towards continual product development.

Key Result Areas Achieve the required KPI set in term of

Adherence

CRD

AHT

Quality score

post call suveuy

NPS

Key Result Areas (Continued)
• Operates in a Call Centre environment where the interface with customers is over the telephone.
• Operates within standard rules and guidelines set by the Bank and additional ones set by and unique to the Direct Banking Center.
• Mostly related to explaining procedures or providing information regarding retail banking products.
• Also involves root cause analysis and reversals of charges and fees when necessary.

Knowledge, Skills and Experience

Knowledge, Skills and Experience (Continued)
• University Graduate (preferably with some finance / banking or maths component).
• 1 – 3 years experience
• Very customer focused
• Computer literate
• Excellent communication skills
• Strong listening skills.