4 Contact Center Agents at NMB Bank PLC
Job Location : Head
Office
Job Purpose:
To serve NMB
customers, by determining their needs, answering their enquiries, and resolving
their problems; To make customer's banking experiences easier, quicker and more
efficient.
Main Responsibilities:
Deliver world class one-stop customer service
via phone
·
Handle all customer
inquiries; provide prompt, accurate courteous service.
·
Service recovery -
turn a complaint / unhappy customer into a loyal satisfied customer with
professional and empathetic service recovery.
Follow up activity arising from customers call
·
Resolution of
complaints.
·
Logging of service
statistics, complaints, and inquiries
·
Analyzing and close
looping of all customers issues (new and existing ones) and establish root
cause, present to Contact Centre support officers and/or Team leaders.
Meet or exceed service standard and target
·
Ensure that all
complaints are logged in the NMB CURE tool and sent to Customer Experience
Business Support; Superb follow-up to fulfill promises made to the customers.
·
Ensure compliance with
the banking policy, standards, regulations, controls, and procedures of the
bank.
·
Stay updated on
products, policies and workflow procedures and ensure full compliance with
operational risks and control.
·
Build and reinforce
consistency of maintaining the highest level of Customer Experience.
·
Work as a team to
assist NMB branches and NMB Head Office department, as well as customers, in
handling customer queries regarding NMB products and services.
·
Obtain and verify
information using professionalism and courteous telephone techniques.
Knowledge and Skills:
·
Knowledge on managing
customer complaints
·
Customer oriented
attitude
·
Problem solving and
resolution skills
·
Strong interpersonal
skills - written and oral
·
Good organizational
skills and teamwork spirit
·
Ability to work in a
fast-paced environment
·
Ability to manage
modern, technology-oriented products and provide customers with the knowledge
required on applications.
·
Familiarity with
Microsoft programs, as well as affinity for computers and the ability to
quickly and effectively use client specific computer systems and databases to
review accounts and update data with accurate information.
Qualifications and
Experience:
·
Bachelor's degree or
its equivalent in Business Administration/Social sciences or other relevant
qualifications from recognized higher learning institutions.
·
Strong Background in
telecommunication industry
·
Experience with call
center technologies
·
Experience working in
a Financial/Banking industry is an Asset
·
Proven sales,
cross-selling, and up selling experience
NMB Bank Plc is committed to creating a diverse environment and is proud to be
an equal opportunity employer
Job opening date : 26-Oct-2022
Job closing date : 10-Nov-2022
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