Associate

Job description / Role

Job summary

Provide excellent customer service by handling all inbound interactions in a professional manner and resolving queries and complaints to the satisfaction of the customers.

Key accountabilities

• Contribute to ensure call centre accessibility and SLA by adherence to the shifting and schedule assigned and answer calls timely.
• Ensure each inbound interaction (calls or non-calls) is handled in an accurate and professional manner as per guidelines and procedures to ensure customer satisfaction and mitigate risk.
• Handle queries and complaints to ensure quality of resolution within TAT.
• Perform cross sell, digital migration or other initiatives as required by Contact Centre management.
• Seek and promote feedback from customers via CSAT or survey for quality improvements.
• Immediately escalate potential risk issues or customer dissatisfaction to Team Leaders.
• Follow and abide by the rules and regulations of the bank, CBIS and internal Contact Centre.

Other accountabilities

• Provide accurate and complete information to customers.
• Prepare and pass on in a timely manner all documentation relevant to the call for action by the unit/concerned department.
• For Sadara or Private Banking customers, escalate customer challenges to RMs immediately for notification and resolution.
• Participate in training or development activities to improve own skills and knowledge.
• Highlight potential process improvements to Team Leaders.

Education

Bachelor's degree in business or equivalent.

Prior experience in related servicing role will not be required but will be an advantage.