JOB PURPOSE
A 24/7 inbound and outbound Contact Centre role tasked with timely response ,resolution of customer queries and complaints raised by clients via telephone, email and social media as well as cross sell and retention of customers.
KEY RESPONSIBILITES
Email/Social media/VRM Query Handling
Service recovery: turn a complaint/unhappy customer into a loyal satisfied customer with professional, empathetic service recovery.
Ensure that quick queries received are dealt accordingly with no delay in TAT
Ensure that all investigative queries are logged promptly and/or escalated according to the SLA guidelines.
Promptly escalate queries that cannot be resolved within TAT
Promptly address the VRM alerts within stipulated SLAs telephonically or via email and update VRM records.
Telephone Query Handling
Support 24hr Service Centre through scheduled availability
Answer telephone calls in a professional manner, adhering to required standards: Identify Bank identifies self, address customers by name, and provides prompt, accurate service within prescribed SLA.
Meet the set targets on call volumes, Quality monitoring and schedule adherence
Stakeholder engagement
Know and understand the different Products offered to our customers. Keep yourself updated as the products change
CCC – work towards achieving the team ISS score
Risk and Compliance
Maintain high level of system and product knowledge to achieve fast telephone and mail resolution
Ensure that the defined “Customer Security Check” is done with every interaction with the customer.
Ensure any system issues are immediately escalated through the appropriate channels.
Efficiently cancel and replace lost/stolen or damaged cards
Ensure due diligence is carried out before unlocking funds
Ensure transaction monitoring is effectively done and notations put on Visa Risk Manager (VRM) Tool
Cost Management
Ensure 100% revenue collection for CCC related chargeable requests
Update the Revenue record regularly
Maintain CCC costs through rationalization and ensure no revenue leakage
Cross selling and retention
Identify and convert leads generated
Engage customers with intentions of retaining them as valuable clients.
Personal Development
Attend scheduled team trainings
Ensure to obtain the requisite average score on quizzes
Complete mandatory on-line trainings
Ensure 100% leave uptake annually
Follow through on PDP agreements for personal developments.
Continuously improve your professionalism through certified trainings and courses.
QUALIFICATIONS
First degree – General Social Science
Service or Management related qualifications an added advantage
1-2 year experience in a Call Centre, Service-oriented or Branch environment with additional experience handling customer queries on email and/or telephone
Apply via :
www.standardbank.com
Leave a Reply