Manager, Customer Service

Responsibilities

• Ensures highest standard of service delivery to our customers.
  
  
• Monitor and respond to incoming calls/emails/social media platform/written correspondences
• Maintains confidentiality of the Bank’s customers and data.
  
  
• Identifies and resolves customer issues and enquires received via calls/mail/emails/social media platforms completely, accurately within the committed turnaround time and in accordance with Contact Centre standards to ensure contact handling accuracy and operational effectiveness
• 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.
  
  

Job Requirements

• Degree holder
• Experience in Call Centre, Banking or Customer Service (calls and correspondents) environment will be an advantage.
  
  
• Possess a positive mindset with a “CAN-DO” attitude and passion to deliver quality customer service.
  
  
• Possess a pleasant voice, excellent comprehension, communication, interpersonal skills and work etiquette.
  
  
• Good analytical skills; passion for working and is good in working with numbers.
  
  
• Resourceful, proactive, results-driven, attentive to details and a good team player who likes to work in a fast-paced changing environment.
  
  
• Passion for working, responsible and with good working attitude.
  
  
• Proficient in PC skills including MS Office applications.
  
  
• Ability to work on staggered/rotational shifts including weekends and Public Holidays to support 24x7 Contact Centre service operations.