Contact Center Representative at Sidian Bank

JOB PURPOSE:

The purpose of the Contact Centre representative is to offer first line support to our customers through inbound/outbound calls, email and social media interactions. The representative offers 24-hour support on all customer queries, concerns and complaints.

KEY RESPONSIBILITIES AND ACTIVITIES:

Response Management

• Responding to all customer calls and providing support.
• Responding to email requests and queries.
• Managing the banks social media pages
• Responding to all branches and department request

Customer Service Management

• Resolving all customer complaints and concerns
• Escalating and follow-up of customer issues with relevant units and branches.
• Offering support to all units and branches
• Welcome calls and health check calls to customers

Revenue Generation

• PAR collections
• Account reactivation campaigns
• Channel usage campaigns
• Deposit mobilization activities

DECISION MAKING AUTHORITY

• Customer resolution as per the contact center policy and procedure manual.
• Customer issue escalation as per the contact center policy and procedure manual.
• Customer complaints escalation as per contact center policy and procedure manual
• Customer complaint register as per the CBK complaints guidelines.

ACADEMIC BACKGROUND:

• General education degree or equivalent.

WORK EXPERIENCE:

• Experience in customer service environments an asset.
• Previous Contact Centre experience an asset.
• Experience in quality assurance for customer service or Contact Centre an asset.
• Proven interpersonal and communication skills.
• Knowledge of computer and communication systems.
• Excellent verbal and written communication skills
• Ability to learn detailed instructions quickly
• Superior problem-solving skills
• Ability to explain detailed instructions articulately and clearly
• Attention to detail
• Adaptability & Team work
• Persuasiveness, negotiation skills
• Work under pressure
• Ability to provide an outstanding customer Experience.
• Multitasking skills.
• Understanding individual needs of customers.