Full time Offered Salary :

Call Centre Agent at Caritas MFB

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Job Description

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.
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