To manage all customer interaction over the helpline in a fair manner that all concerns are addressed in courteous and efficient way and support all functions\tasks within the contact center provided by the Contact center manager.
Responsible for managing all customer interaction through KMBL’s helpline in a courteous and efficient manner while adhering to contact center guidelines.
Key Responsibilities
1. Customer Service Quality
· Be updated with KMBL’s Products and standard operation procedures at all times.
· Ensure highest levels of customer services are provided to KMBL customers.
· Identify customer’s need, probe all issue properly and provide appropriate solutions accordingly.
· Ensure that customer’s suggestions\concerns\complaints are routed through the proper channels for necessary action.
· At all-times display highest level of courtesy and empathy towards internal and external customers.
· Understand and strive to meet and exceed call center KPI’s with regards to quality.
· To ensure that the customer is updated on all the latest products, services, terms & conditions.
· Meets all personal/team qualitative and quantitative targets & indicators.
2. Productivity
· Ensure all calls are answered in the shortest possible time upholding highest level of customer experience.
· Understand and strive to meet and exceed call center KPI’s with regards to productivity in a manner that contact center statistics remains intact.
· Ensure available and presence during shifts to maintain individual & team productivity.
3. Other Assignments
o Any other relevant project/assignments assigned by line manager.
Knowledge, Skills, Abilities & Other attributes
Education
- Minimum Graduation from an HEC recognized university.
Skills
- Excellent written and oral communication
- Passion towards service
- Proficient in MS Office suite
- Ability to multi-task, set priorities and manage time effectively
- Ability to work in a dynamic environment
- Customer focus and adaptable to different personality types
- Team player with a positive attitude
- Exhibits and upholds KMBL’s values and social performance objectives.
Duration and Nature of Previous Experience:
- Minimum 1-2 Years’ of contact center experience, preferably in a financial institution.
