Call Centre Agent at Caritas MFB

JOB PURPOSE

To provide excellent customer service on both inbound and outbound calls

KEY RESPONSIBILITIES

• Promptly resolving customers enquiries at the first instance by using the bank’s systems and escalating to the relevant teams when need arises.
• Keep a comprehensive record of all engagements in the call center data bank.
• Cross-selling and marketing the Bank’s products and services
• Run cold call scripts as part of building bank brand awareness.
• Identify customer needs, clarify information, and provide timely solutions.
• Ensure customer service quality and utmost customer satisfaction to attract prospective customers and retain existing ones.
• Regularly updating oneself on matters bank products, call center systems and bank brand
• Keeping customers updated on bank procedures and systems, process flows, customer requirements and any other relevant information on the bank.
• Reporting and giving feedback to operation management on levels of customer satisfaction and recurrent issues.
• Provide necessary support to all arms of the bank.
• Ensure utmost compliance to the Bank’s policies and Procedures.
• Any other duties assigned by the Operation management.

QUALIFICATION AND EXPERIENCE REQUIREMENTS

• Degree in a Business Management, Accounting, Finance or Business Administration.
• Professional banking qualifications will be added advantage
• 1 Year work experience in a bank
• Experience in customer service, retail banking and/or financial institution.
• Computer literacy and Switchboard management skills
• Product and segment knowledge and mastery
• Excellent written and oral communication
• Active listening and interpersonal skills.
• Patient and empathetic attitude.
• Adaptability and flexibility.
• Negotiation and marketing skills.
• Ability to work under pressure and under minimal supervision.
• Attention to detail
• Possess administrative skills and the ability to work as part of a team.
• Strong organization, and negotiation skills.