Role/Job Title: Process Associate/ CSR

Reporting Manager's Role: Team Leader

• Assist customers via the inbound/outbound calls received

• Meet required criteria for call quality standards. 

• Maintain customer relations with a high degree of internal and external customer service. 

• Possess effective problem-solving skills to ensure timely problem recognition and resolution. 

• Adhere to internal policies to ensure compliance with legal parameters as well as company policies and procedures. 

• Recording and updating customer information via the organization’s internal systems 

• Resolving customer queries at the first point of contact 

• Influencing and negotiating with customers to ensure a satisfactory outcome for both the company and the customer 

• Ensure call handling and service quality are maintained 

Person Specification

• Excellent telephone manner/interpersonal skills 

• A customer-focused, enthusiastic, and flexible approach 

• Ability to work in a targeted environment 

• Good problem-solving, questioning, negotiating, and influencing skills 

• Adaptable to change and able to work under pressure 

• Ability to work to a high degree of accuracy 

• Consistently high standard of time keeping and attendance 

• Basic keyboard proficiency

 Ability to handle high-profile clients and escalation queues

• Ability to answer General queries (Low/ Medium Complexity) and/or complaints of (potential) customers regarding financial and banking products

Knowledge/Experience:  

•Previous experience, 6 months to 1 year of experience in an inbound/ Outbound Customer service environment (Contact Center/Call Center - Preferred)

Qualifications *Non-negotiable:

Graduate Or Completed 2nd year of College, no Back subjects

2 years of Relevant work Experience

With TOR / Diploma

Can Join ASAP

Above-average English Communication Skills