Handles and provides quality fulfilment to customer inquiries, requests, and concerns within the agreed turn-around-time.
Escalates customer concerns, work system issues and any problem encountered to his/her immediate supervisor to facilitate resolution.
Coordinate with other business units to be kept informed on new products and features and to ensure brand consistency.
Submits required reports and documentation to immediate supervisor related to inquiries, requests, and concerns received.
Complies strictly with the bank’s standard policies, procedures and guidelines in the performance of day-to-day tasks to meet agreed KPI targets and quality standards at all times.
Upkeeps and maintains an organized workstation, office equipment, office supplies and tools.
Performs duties that may be assigned from time to time.
Qualification
Minimum 3-year experience of either contact center, email or social media customer service experience, preferably in a banking or financial services environment.