About this role
- Attend inbound customer calls related to Retail Liabilities, ensuring prompt and satisfactory resolution of queries and service requests.
- Identify and convert opportunities for cross-selling banking products during customer interactions.
- Deliver quality communication and customer service within defined productivity and service benchmarks.
- Ensure customer delight by providing consistent service experiences and timely resolution of issues.
- Complete daily logs and meet end-of-day targets as specified by the process.
- Adhere to Information Security norms and quality process standards.
- Stay updated with any process changes and ensure compliance.
- Actively implement feedback from Team Leaders, Team Coaches, or Quality teams to improve performance and service delivery.
- Educational Qualification: Graduate
- Experience: Preferably 1–2 years, with at least 6 months in a customer service role; understanding of the call center industry is an advantage
Skills & Attributes
- Excellent verbal and written communication skills
- Good listening skills and strong interpersonal abilities
- Flexible to work in a 24/7 environment (For females: 7 AM to 8 PM), including Sundays and holidays
- Willing to work scattered 8 week-offs per month with 9-hour shifts
- Confident, eager to learn, and possess a positive, can-do attitude
- Team player with a collaborative mindset and self-motivation
- Ability to quickly establish rapport with peers, managers, and customers
- Uphold integrity and act as a role model within the organization