Executive / Senior Executive, Customer Relationship (Contact Centre)

Overview

The Customer Relationship Officer (CRO) is responsible for providing exceptional customer service and support to customers via phone, effectively managing customer expectations (including handling difficult customer interactions), and handling a wide range of inquiries related to banking products, promotions, sales, and services, including credit cards, deposits, and loans. This role requires in-depth product knowledge, strong communication and problem-solving skills, the ability to achieve sales targets, and proficiency in navigating multiple systems.

This role reports to the Team Manager, Customer Relationship.

Key responsibilities

• Manages the full customer interaction lifecycle, independently resolving complex issues with strong problem-solving skills.
• After a 6-month onboarding, personalized customer interactions by offering relevant credit card or other sales services to meet needs and achieve sales goals.
• Committed to continuous improvement, consistently aiming to exceed productivity and KRA targets, including sales and risk detection metrics.
• Proficiently uses up to 12 different contact center systems to accurately access and update customer information, process service requests, and maintain detailed records in line with SOPs.
• Responsible for professional customer call handling, including expectation management, resolving tough interactions, and ensuring all queries and requests receive accurate, complete, and timely responses.

Jobholder Requirements

Benefits

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