Job Purpose:

Reporting to the Contact Center Lead, the Contact Centre Agent will be called upon to provide first assistance to internal and external clients’ queries, in view of providing excellent customer service as per set internal guidelines and Banking regulations so as to generate positive feedbacks, retain customers and maintain the reputation of the Bank.

Key Responsibilities:

• Handling complaints/issues/queries of internal and external customers in order to provide high quality service
• Attending to internal and external customers’ mails and chats in order to provide better assistance to their queries
• Providing customers with product and service information to meet their requests
• Identifying and escalating issues where appropriate to ensure proper service is delivered to the customers
• Ensuring the follow up of customers’ queries

Qualifications, Experience & Skills:

• Diploma in Communication/Management
• At least 1 year of relevant experience
• Knowledge of contact center telephony and technology will be an advantage
• Fluent in English and French, both verbal and written
• Proficient in related computer applications
• Ability to work under shift system
• Good interpersonal skills
• Highly committed towards customer service
• Knowledge of customer service principles and practices
• Good listening and problem solving skills, focusing on respect and integrity
• Ability to handle difficult customers