Customer Service Consultant (10 Positions)
Position Summary Expectations - Duties, Responsibilities
Business Unit: Personal Banking
As Customer Service Consultant, you are responsible for to meet customers’ financial transaction needs and contribute to branch performance to outperform business objectives by adopting positive relationship-based service and sales approach that demonstrates genuine concern for identifying the complete financial needs of customers.
- Supporting Inbound Manager to deliver the customer care team objective sets
- Coaching and providing constructive feedback to agents continuously
- Assisting agents to deal complaints in timely manner
- Handling difficult calls
- Monitoring agents' performance
- Ensuring staff's product and process knowledge stay up to date
- Conducting Call Quality Check for inbound service
- Training new staffs
- Delivering accreditation test to the staff
- Verifying Customer's Request
- Finding initiatives to improve team performance
- Maintaining an in depth and up to date knowledge of Bank processes, relevant products and services
- Competently use the Bank systems, software, technologies and processes and
- Embrace change initiatives
- Maintaining a broad awareness of other business units in order to appropriately solve the customer issues
- To be successful in this role, you will ideally bring the following –
- Training and Coaching Skill
- Critical Thinking
- Customer Service Skill
- Leadership Skill
- Excellent communication skills – oral & written and active listening skills
- Banking Product Knowledge
