Assistant Manager (Inbound Agent) - Contact Centre & Customer Care

Summary:

Managing inbound contacts from customers on Bank's product and services by providing accurate information and taking appropriate action in a clear, courteous and professional manner.

Responsibilities:

1. Attend to all inquiries, requests and complaints received via calls to Bank Islam Contact Centre pertaining to bank products and services.
2. Timely escalation of the case to Supervisors/Product Owners and Team Leaders to ensure follows up on cases in accordance with the required time frame.
3. Record, escalate, reply & track complaints on product/services features and account related issues in the designated tracking system.
4. Manage and handle complaints in a professional manner and respond to customers within the required timeline (Complaint Handling Management).
5. Escalate sales leads to the respective person in charge.

Requirements:

1. Good listening and problem-solving skills.
2. Good overall understanding of bank's products & services.
3. Good communication and interpersonal skills.