Organization Unit Purpose: The Inbound unit of the contact center handles incoming calls from customers of the bank and answers queries and complaints.

Job Purpose: To answer phones to respond to general customer inquiries, requests, and complaints. Project a professional company image through phone interaction.

Job Responsibilities:

- Respond to customer inquiries with regards to banking products and services.

- Research required information using available resources.

- Handle and resolve customer Internet Banking inquiries and general complaints

- Complete call logs

- Route service requests to appropriate departments

- Capture every mandatory information with accuracy while raising service requests

- Provide customers with product and service information and route calls to appropriate resources

- Provide precise and accurate information to customers

- Follow up with customer calls where necessary

-Adherence to standard work procedures while handling customer calls

-Comply to information security and data privacy policies

Skills

• Customer Service
• Performance Management
• Problem Solving
• Team Working
• Personal Effectiveness
• Knowledge of CRM systems (preferred)
• Basic Knowledge of Ms Office
• Telephone etiquette
•  Excellent communication skills (written & verbal) The ability to multi-task
• The ability to work under stress
• Excellent interpersonal skills
• Basic Problem Solving Skills
• Basic Negotiation Skills
• Excellent typing skills
• Customer handling skills
• Thinking out of the box (Skills