About the role:

The primary role of the Contact Centre Officer (CSO) is to receive incoming calls in relation to customers’ enquiries and deliver excellent service.

This role includes handling all type of enquiries in a multi- channel contact centre offering enquiries via phone, emails, live-chat and making follow up calls to customers.

Job responsibilities:

• To handle all incoming calls and/or email, live- chat professionally and efficiently

• May be required to work in one or multiple skill-sets over various contact channels

• To obtain and verify caller’s information to determine eligibility by matching caller’s information to requirements and system records

• To effectively explain company products and services to existing and new customers

• To offer alternative solutions where appropriate with the objective of retaining customers satisfaction

• To arrange call back for any drop calls and manage customer’s expectation.

• To maintain the highest level of confidentiality with all information obtained

• To escalate and report serious complaint to supervisor for guidance and assistance

• Coordinates with Supervisor in handling important client complaints

• To update job knowledge by studying new products and participating in training opportunities

• To take a pro-active approach towards suggesting improvement on work processes and customer experience

• To ensure monthly KPIs are met

• Comply with all department and company procedures, policies and regulations

• Undertake any assignments as and when assigned
  

Requirements:

• Possess Polytechnic or Degree, and Banking certification

• At least 2 years relevant experience in Contact Centre and Customer Service environment

• Ability to work efficiently in a high demand, team oriented and fast –paced environment

• Excellent customer service skills, attentiveness, information retention and diplomacy in dealing with customers.

• Good verbal and written communication- Phone and Email Skills

• Experienced in Microsoft Office (Words, Excel, PowerPoint, Outlook)

• Strong in typing skill with accuracy

• Strong inter-personal Communications