Associate, CET

Job Summary

Job Role:

• Provide first class customer service on the telephone by answering all calls in a professional manner and resolving queries to the satisfaction of the customer.
  
  

Key Responsibilities

• Ensure each call is answered in an accurate & professional manner.
• Prepare and pass on in a timely manner all documentation relevant to the call for action by the unit / concerned department.
• Maintain statistics on all calls received and pass this information through the system
• Notify Supervisor and Team Leader of all complaints relating to services, products and delivery
  
  

Channels immediately.

• Adhere to the roster and be flexible on shift duties including weekends & holidays
  
  

Key Accountabilities

Key Performance Indicators

• ACD talk time/Occupancy
• Calls answered within the set threshold
• Product knowledge & customer service
• Customer satisfaction rate (Monitoring & Coaching)
  
  

IVR C-SAT scores

Internal

Other Accountabilities

Team Leaders

Daily reporting.

All customer related challenges and issues to be immediately raised with Team leaders.

Managers

In the absence of the Team Leaders, approach help from Managers

Trainer /Coach

For quality feedback and training requirements

Key Interactions

External

CB Contact Center Staff

Highlight challenges/feedback to CB management

CB Customers

Handle all Retail customer calls within the set threshold and provide service in a professional manner and resolve customer queries.

CB Other

To find resolution / Clarifications

Competencies

• Adaptability/Flexibility
• Creativity/Innovation
• Customer Focus
• Customer Service
• Initiative
• Integrity/Ethics
• Job Knowledge
• Negotiation Skills
• Organizational Savvy
• Planning
• Product Knowledge
• Productivity
• Quality
• Results Focus
  
  

Skills

• Bank Operations
• Online Banking
• Security Procedures
  
  

Education

• Degree in Business Administration