Senior Officer Inbound Card
Current• Ensures highest standard of service delivery on personalized phone services to our customers.• Identifies and handles customer enquires completely and accurately.• Resolves customer complaints and problems to the satisfaction of the customer.• Uses customer service and sales skills to optimize the opportunity of each customer contact.• Educates the customer about the Bank’s products and services and directs them toward available resources for self-help.• Completes accurately the necessary documentation to manage customer complaints, issues and subsequent solutions.• Alerts management of issues that require escalation for complete resolution or which may indicate a larger, underlying problem.• Assigns or acts on any required customer follow-up in accordance with Call Centre guidelines.• Enters customer data and other relevant information into the relevant systems (as required) completely and accurately.• Suggests call centre process improvements and participates in call centre initiatives for increased effectiveness.• Uses technology and system tools as directed and within established guidelines.• Maintains confidentiality of the Bank’s customers and data.• Ensures knowledge is up-to-date by participating in individual and team trainings, meetings and reading the information posted in the Call Centre’s knowledge management system.• Keeps abreast with current issues in the banking environment and competitors’ innovations.• Provides constant feedback from customers to improve Call Centre service delivery.
