Officer – Finserve Contact
Centre – ()
Description
Role summary
The Officer will act as a liaison
between the clients and Finserve. As a CX Agent, you will provide service
information, answer questions, and resolve any emerging problems that our
customers might face with accuracy and efficiency. You will escalate
difficult situations to your supervisor to support resolution.
Additionally, Officers may
be responsible for making outbound sales calls and information gathering
surveys from time to time.
Specific responsibilities:
- Receive and handle inbound
phone calls, social media queries and service emails
- Being the first point of
contact for customers escalating any issues that cannot be solved by the
knowledge base to the relevant persons and departments.
- Building sustainable trust and
relationship with customers with open and interactive communication.
- Identifying and assess
customer’s needs to achieve client satisfaction and retention.
- Providing accurate information
to customers by using the right language, methods, and tools.
- Researching examples of good
practice from elsewhere and use them to help continually improve our
approach and achieve recognition as an organization that truly engages
with its community on their journey.
- Upsell and Cross sell
Finserve’s products and services during inbound customer interactions.
- Providing customers with
Finserve’s service and product information through outbound sales
activities which are attached to a revenue and business growth KPI.
- Recording all customer
interactions on the Customer Relationship Management (CRM) tool.
- Routing inbound Switchboard
calls to the appropriate Business Units.
- Recognize, document, and
escalate key customer experience concerns to the Service Manager.
- Walking the extra mile to
engage with our customers.
- Other duties as may be
assigned.
Qualifications
Desired Knowledge, Skills and
Attributes:
- Be enthusiastic, friendly,
honest, passionate, calm, approachable and humble always.
- Being an optimistic team player
who displays a sense of belonging and ownership
- Excellent interpersonal
communication (both oral and written) skills and good knowledge of our
national languages.
- Empathy and good judgment: in a
position to shape conversations through engagement and respond with
understanding and positivity.
- Dynamic: willing to respond and
handle issues as they arise and should be able to deal with problems
appropriately.
- Strong negotiation, excellent
conflict management, and problem-solving skills: able to convey
sensitive issues and respond to customers concerns in a way that
resolves the issue at hand to the customers’ satisfaction.
- Proficiency in MS Office
- Ability to multi-task,
prioritize, and manage time effectively.
- Understanding of data privacy
and confidentiality
- Reporting and analytical skills
Teamwork:
- Participate in training.
- Develop and maintain strong
relationship with staff within the department and other
Support teams.
- Support and ensure delivery of
best-in-class customer experience to new and existing
Finserve’s customers.
Qualifications and Experience
- Bachelor’s degree in
social sciences/ Business/ Arts/Communication or any other related
field from a recognized university or College.
- Previous experience in a
Contact Centre environment.
- Flexible to workday and night
shift hours (24/7).
- Knowledge of sales and
telemarketing is an added advantage.
- Prior experience in
Customer Service is an added advantage.
- Is tech savvy and up to date on
social and digital trends.
- Instinctive recognition of up
& cross sell opportunities
How to Apply
CLICK HERE TO APPLY
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