Senior Customer Service Officer.Client Experience and Conduct-Customer Service

Job Purpose To delight internal and external customers over the phone ( inbound & outbound -call back)
• Interact with customers over the phone to understand their banking needs.
• Provide excellent customer service to achieve customer loyalty.
• Resolve problems over the telephone.
• End-to-end follow-up of customer issues
• Migrate the customers to digital channels
• Convert sales opportunities to meet financial targets.
• Clarify and explain procedures and products over the telephone.
• Capture and report customer feedback towards continual product development. Key Result Areas Achieve the required KPI set in term of Adherence CRD AHT Quality score post call survey NPS Key Result Areas (Continued) Operates in a Call Centre environment where the interface with customers is over the telephone.

• Operates within standard rules and guidelines set by the Bank and additional ones set by and unique to the Direct Banking Center.
• Mostly related to explaining procedures or providing information regarding retail banking products.
• Also involves root cause analysis and reversals of charges and fees when necessary. Knowledge, Skills and Experience Knowledge, Skills and Experience (Continued) University Graduate (preferably with some finance / banking or maths component).
• 2 – 3 years experience
• Very customer-focused
• Computer literate is a must
• Excellent communication skills in English & Urdu/Hindi
• Strong listening & Strong interpersonal skill