Job Purpose

To 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 addit...