General Function: Provide world-class service excellence to the customer by offering customers a positive and consistent telephone banking experience.
Responsibilities:
- Reports to the Supervisor
- Attend to inbound and outbound telephone calls/contacts in accordance with standard operating procedures.
- Provide information on services offered by bank to enhance customer relationships.
- Identify and maximize sales opportunities, where applicable, to all customers.
- Provide professional, friendly and high quality customer service & sales for each point of contact with the customer.
- Identify and respond to customer needs accordingly.
- Manage challenging customers professionally and provide after sales service, where applicable.
- Able to consistently communicate in a positive and enthusiastic manner; while handling customer complaints in an assertive manner.
- Use call/contact control techniques to provide efficient, high quality interactions with customers.
- Maintain detailed records of client interaction in order to improve quality of information available.
- To provide optimum service to all customers by answering inquiries and resolving complaints effectively with the ultimate aim of projecting a professional image
- Update and perform on-line maintenance on system terminals as per customers requests
- Ensure effective and timely follow-up as promised to customers
- Process financial entries and adjustment on customers accounts if necessary
Requirements:
- Holds at least Diploma or Degree in any field.
- Previous experience in a call center would be an added advantage.
- Should have excellent interpersonal and communication skills with good command of written and spoken English and one other spoken language
- Strong in customer service skills. A team player with commitment and initiative, service oriented, able to work under pressure, matured, motivated, meticulous and analytical and able to multi-task.
- Good understanding of banking customers, product and services.
- Working knowledge of specialized products, systems and services.
- Knowledge of Internet, Microsoft Office including email, MS Excel, MS Word and fax.
- High level of listening and comprehension skills. Able to probe for required information from customer.
- Assertive and able to manage in situations where there may be limited information.
Interested applicants, kindly send your CV to: jobs@humanics.com.sg