TM, Mass 2 (1011330)

Key Responsibilities:

Customer Service Management

• Handle initial contact of inbound calls including customer greeting and service need identification.
• Responds to customer’s inquiries on Bank’s products and services.
• Raises accurate and prompt service requests to the fulfillment teams.
• Facilitates transactions and account maintenance functions over the telephone.
• Navigates customers through the IVR where necessary.
• Identifies opportunities to improve productivity, efficiency and quality in the service team.
• Maintain a positive work environment that foster collaboration among colleagues.
• Perform outbound call on services that require further action or relay information to the Customer.
• Problem solving and able to work extra mile.
• Strive for first call resolution without transferring or escalating the call to other parties.

Leads Management

• Perform cross-selling/up selling and provide referrals triggered by customer request to relevant parties.
• Any other responsibilities assigned by the management

Preferably with working experience in customer service, telemarketing, call center or any other related roles which requires frequent interaction with custome

• Pleasant personality with excellent verbal and written communication skills.

• Excellent telephone etiquette.
• Able to work independently with minimum supervision.
• Strong oral communication and problem solving skills.
• High customer service orientation.
• Computer literate.
• Good stress management ability.
• Must be a strong team player