Customer Service Officer (CSO Inbound)

Job Responsibilities

• Ensures highest standard of service delivery on personalized phone services to our customers.
• Identifies and handles customer enquires completely and accurately.
• Resolves customer complaints and problems to the satisfaction of the customer.
• Uses customer service and sales skills to optimize the opportunity of each customer contact.
• Educates the customer about the Bank’s products and services and directs them toward available resources for self-help.
• Completes accurately the necessary documentation to manage customer complaints, issues and subsequent solutions.
• Alerts management of issues that require escalation for complete resolution or which may indicate a larger, underlying problem.
• Assigns or acts on any required customer follow-up in accordance with Call Centre guidelines.
• Enters customer data and other relevant information into the relevant systems (as required) completely and accurately.
• Suggests call centre process improvements and participates in call centre initiatives for increased effectiveness.
• Uses technology and system tools as directed and within established guidelines.
• Maintains confidentiality of the Bank’s customers and data.
• Ensures knowledge is up-to-date by participating in individual and team trainings, meetings and reading the information posted in the Call Centre’s knowledge management system.
• Keeps abreast with issues in te banking environment and competitors’ innovations.
• Provides constant feedback from customers to improve Call Centre service delivery.

Requirements :

Responsibilities

Experience

Education