Associate, CET

Job Description/Specification:

Provide excellent customer service by handling all inbound interactions in a professional manner and resolving queries and complaints to the satisfaction of the customers.

Key Accountabilities

• Contribute to ensure call centre accessibility and SLA by adherence to the shifting and schedule assigned and answer calls timely.
• Ensure each inbound interaction (calls or non-calls) are handled in an accurate & professional manner as per guidelines and procedures to ensure customer satisfaction and mitigate risk.
• Handle queries and complaints to ensure quality of resolution within TAT.
• Perform cross sell, digital migration or other initiatives as required by Contact Centre management.
• Seek and promote feedback from customers via CSAT or survey for quality improvements.
• Immediately escalate potential risk issues or customer dissatisfaction to Team Leaders.
• Follow and abide the rules and regulations of the bank, CBIS and internal Contact Centre.
  
  

Other Accountabilities

• Providing accurate and complete information to customers
• Prepare and pass on in a timely manner all documentation relevant to the call for action by the unit/concerned department.
• For Sadara or Private Banking customers, escalate customer challenges to RMs immediately for notification and resolution.
• Participate in training or development activities to improve own skills and knowledge.
• Highlight potential process improvements to Team Leaders.
  
  

Education

Required Qualifications

• Bachelors Degree in business or equivalent.
  
  

Experience

• Prior Experience in related servicing role will not be required but will be an advantage.