Contact Centre Voice Specialist

Description:

What You Will Be Doing

•Handle inbound and outbound calls, chats, or emails from customers regarding inquiries, account-related issues, and products/services information

•Provide prompt and accurate responses to customer inquiries, resolving issues or directing them to the appropriate channels for further assistance

•Engage with customers to identify their financial needs and cross-sell banking products and services that align with their requirements and preferences

•Report any suspected fraudulent transactions or activities promptly, following established procedures and protocols for fraud detection and prevention

•Effectively manage and de-escalate customer frustrations or complaints, demonstrating empathy and patience while working towards satisfactory resolutions

•Adhere to strict security and compliance guidelines, ensuring the confidentiality and integrity of customer information and transactions

•Collaborate with team members and other departments to address customer issues and improve overall service delivery

•Stay informed about banking products, policies, and procedures to provide accurate and up-to-date information to customers

•Document all customer interactions and transactions accurately in the designated systems, maintaining detailed records for future reference

•Continuously strive to enhance customer satisfaction and loyalty through exceptional service delivery and personalized support

•Achieving monthly sales targets by effectively cross-selling and pitching to our existing data customer base and closing sales

•To provide Market feedback on competition and suggest changes for product improvement

•Provide personalized service by thoroughly and efficiently gathering customer information, assessing and fulfilling customer needs, and educating the customer where applicable

•Capture and report customer feedback towards continual product development

•Follow up all bank procedure and process with fully adherence to BCP steps rules and regulations. Ensure to differentiate between Conventional & Islamic calls and assist customers based on their preferred product / services

What You Should Have

•Proactive and results-oriented mind-set to achieve sales targets and meet customer satisfaction goals

•Strong sales intelligence with the ability to identify sales opportunities and close deals

What We Are Looking For

•Bachelor’s degree in Banking or a related field

•1- 3 years of relevant experience

•Strong customer focus

•Proficient in computer use with excellent writing skills

•Outstanding communication abilities