About this role
Job Purpose
To delight internal and external customers over the phone ( inbound & outbound -call back)
- Interact with customers over the phone to understand their banking needs.
- Provide excellent customer service to achieve customer loyalty.
- Resolve problems over the telephone.
- End-to-end follow-up of customer issues
- Migrate customers to digital channels
- Convert sales opportunities 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 terms of Adherence, CRD, AHT, Quality score, and post-call survey NPS
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 CXCG Inbound call center.
- Mostly related to explaining procedures or providing information regarding retail banking products.
- Also involves root cause analysis and reversals of charges when necessary.
Knowledge, Skills, and Experience
University Graduate (preferably with some finance/banking or maths component).
- 1 – 3 years’ experience
- Very customer-focused
- Computer literacy is a must
- Excellent communication skills in English & Urdu/Hindi
- Strong listening & Strong interpersonal skill