2 Job Opportunities in NMB Bank, Call Center Agent
2 New Job Opportunities in NMB Bank, Call Center Agent
Call Center Agent
Job purpose:
Serving NMB customers by identifying their needs, answering their inquiries and resolving their problems; To make customer banking experiences easier, faster and more efficient.
Main responsibilities:
Providing comprehensive, world-class customer service over the phone
Handling all customer inquiries. Provide prompt and accurate polite service.
Service Restoration - Transforming a complained/dissatisfied customer into a loyal satisfied customer by restoring professional service and empathy.
Follow up of activity arising from customer contact
Resolving complaints.
Recording service statistics, complaints, and inquiries
Analyze and close loops of all customer issues (new and existing) and identify the root cause, and present to call center support officers and/or team leaders.
Meet or exceed service level and target
Ensure that all complaints are recorded in the NMB CURE tool and submitted to the Customer Experience Support Service; Fantastic follow-up to deliver on the promises made to our customers.
Ensure compliance with the Bank's banking policy, standards, regulations, controls and procedures.
Stay up-to-date with products, policies, and workflow procedures and ensure full compliance with operational risks and controls.
Building and enhancing consistency to maintain the highest level of customer experience.
Work as a team to assist NMB Branches and NMB Head Office Division, as well as clients, in handling customer inquiries related to NMB products and services.
Obtaining and verifying information using professionalism and gentle telephone techniques.
Knowledge and skills:
Knowledge in managing customer complaints
Customer-oriented attitude
problem-solving skills
Strong interpersonal skills - written and verbal
Good organizational and teamwork skills
Ability to work in a fast-paced environment
Ability to manage a modern technology-oriented product and provide customers with the required knowledge of applications.
Familiarity with Microsoft software, as well as an affinity for computers and the ability to quickly and effectively use client computer systems and databases to audit and update data with accurate information.
Qualifications and Experience:
Possess a University Degree/Advanced Diploma in Business Administration/Social Sciences or equivalent qualifications from a recognized higher education institution.
Strong background in the telecommunications industry
Experience in call center technologies
Work experience in the financial/banking industry is an asset
Proven experience in selling, cross-selling and selling
Job Opening Date: 01 March 2022
Job Closing Date: March 15, 2022
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