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Temporary Officer, Contact Centre & Customer Care

Req ID:  4735
Job Description: 

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.

 

Duties & 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.