Position: Call Center Interns
Department : Commercial
Reports To : Call Center Supervisor
Enhances Customers’ access to the bank through a clearly defined point of contact. Enhances service delivery standards across the bank through direct customer feedback, guidance on decision to buy our product, advise, escalation and resolution. Identifies service improvement opportunities through customer interactions and feedback.
Essential Duties and Responsibilities: include the following:
Handles all customer interactions via multiple channels including phone calls (hotline).
Handles all requests from branches on operational issues and challenges by promptly following up on concerned Departments for processing/resolution
Handles product enquiries and provides insights to business/marketing initiatives based on customer interactions.
Sell Company products to potential customers and convince them to access the products, like Loans, Account opening and maintenance, Mobile Banking etc.
Sells additional services by recognizing opportunities like accounts opening, loans etc. explaining new features.
Maintains call center database by entering information into the CRM system.
Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
EDUCATION AND EXPERIENCE
Advanced Diploma or Bachelor Degree in any related field
Experience to work in call center.
Must be energetic and able to work with minimum supervision