To handle customers’ enquiries and complaints received through the telephone related to all Bank’s product
To provide personalized service and go the extra mile where necessary to resolve customers’ issues with the objective of adding the ‘WOW’ factor in customers’ experience
To liaise with other departments or branches in resolving customers’ issues
To participate in outbound initiatives ie survey or telesales organized by the Marketing department in support of the effort in increasing customers; product holding or enhancing customers’ experience
To identify service gaps and gather customers’ feedback and escalating to the Team Manager to improve customer experience and reduce cost
To achieve Key Performance Indicator agreed in the Individual Performance Plan (IPP)
To keep abreast with the latest product launch or promotions and new processes to achieve zero defects
To adhere to procedures and policies in the Contact Centre Standard Operating Procedure (SOP) and Banking Policies