Job Purpose

To delight internal and external customers over the phone (inbound & outbound - call back). Interact with customers over the phone, chat, email to understand their banking needs. Provide excellent customer service to achieve customer loyalty. Resolve problems over the live chat, email or telephone. Convert sales opportunities in order to meet financial targets. Clarify and explain procedures and products over the telephone. Capture and report customer feedback towards continual product development.

Key Result Areas

Achieve the required KPI set in term of

• Adherence
• CRD
• AHT
• Quality score
• post call suveuy
• NPS

Key Result Areas (Continued)

• Operate in a Call Centre environment where the interface with customers is over the telephone.
• Operate within standard rules and guidelines set by the Bank and additional ones set by and unique to the Direct...