Job Objective
Responsible for managing all customer interaction through KMBL’s helpline in a courteous and efficient manner while adhering to contact center guidelines.
Key Responsibilities
1. Customer Service Quality:
· Be updated with KMBL’s Products and standard operation procedures at all times.
· Ensure highest levels of customer services are provided to KMBL customers.
· Identify customer’s need, probe all issue properly and provide appropriate solutions accordingly.
· Ensure that customer’s suggestions\concerns\complaints are routed through the proper channels for necessary action.
· At all-times display highest level of courtesy and empathy towards internal and external customers.
· Understand and strive to meet and exceed call center KPI’s with regards to quality.
· To ensure that the customer is updated on all the latest products, services, terms & conditions.
· Meets all personal/team qualitative and quantitative targets & indicators.
2. Productivity:
- Ensure all calls are answered in the shortest possible time upholding highest level of customer experience.
- Understand and strive to meet and exceed call center KPI’s with regards to productivity in a manner that contact center statistics remains intact.
- Ensure available and presence during shifts to maintain individual & team productivity.
3. Other Assignments:
· Any other relevant project/assignments assigned by line manager.
Education:
- Minimum Graduation from an HEC recognized university.
Skills:
- Excellent written and oral communication.
- Passion towards service.
- Proficient in MS Office suite.
- Ability to multi-task, set priorities and manage time effectively.
- Ability to work in a dynamic environment.
- Customer focus and adaptable to different personality types.
- Team player with a positive attitude.
- Exhibits and upholds KMBL’s values and social performance objectives.
Experience:
- Minimum 1-2 Years’ of contact center experience in a financial institution.
In case of a regional language, fresh candidates will be considered.
