Transactional Officer

Summary

Managing of inbound contacts from internal and external customers on Bank’s product and services by providing accurate information and taking appropriate action based on customer inquiries, request and complaints in a clear, courteous and professional manner. Agents are expected to deliver superior quality services aiming towards high customer satisfaction hence strengthening Bank Islam corporate image and brand value.

Duties and Responsibilities

1. Attend to all inquiries, request and complaints received via calls to Bank Islam Contact Centre pertaining to bank product and services.

2. Manage daily individual productivity and to ensure meeting the requirement Key Performance Indicator (KPI).

3. Timely escalation of case to Supervisors/Product Owners and Team Leaders to ensure follows up on cases in accordance to the required time frame.

4. Record, escalate, reply & track complaints on product/services features and account related issues in the designated tracking system.

5. Manage and handle complaints in professional manner and respond to customer within the required timeline (Complaint Handling Management).

6. Escalate sales leads to the respective person in charge (Hot lead).

7. Ensure full adherence to process as stipulated in the Contact Centre Operation Manual and fully comply with Bank policy & procedures.

8. Attend and adhere to scheduled working time.

9. Must be always up to date to the Bank product information/promotions.

10. Assist or carry out duties on project/assignment basis (from time to time and ensure the completion of the project/assignment on timely manner).