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- Experience in managing a banking contact center
- Customer Service background
- Responsible for Service levels, Quality, and other KPIs of the assigned team
- First level support for general inquiries and customer support, including Inbound voice, Complaints, and escalation handling
- Recognize individual customer service needs and resolve any partner concern inquiry
- Coaching & Mentoring team to provide resolutions at the first point of contact, avoiding customers having to call again, or have the call transferred
- Ability to handle complaints and customer concerns where appropriate
- Excellent customer service, negotiation, and social skills with the ability to recognize and support the specific needs of the most vulnerable customers
- Keen to progress to other levels and will consistently self-assess your own & teams' performance against agreed targets by working closely with your Operations leads
- Work effectively with a team, recognizing how teams can deliver great results
- Develop SOPs, provide training and support testing during new project initiation
- Responsible to lead 15 contact center/ BO advisors. Lead customers through a variety of channels including telephone (both inbound and outbound), email, and written correspondence
- Expected to acquire detailed knowledge of product ranges and excellent service to enable them to provide service excellence
- Ensure your team offers an excellent level of customer service, and pro-actively serves customers across their product portfolio
- Coach & mentor agents to follow clear instructions and guidelines to resolve customer inquiries.
- Liaison with the training team to enable your team to build rapport and determine appropriate solutions for the customer.
- Collaborate with colleagues across multiple departments to provide a high-quality service to customers
- Any Graduates
- Experience in contact/call center in leading team customer service
- Excellent communication and interpersonal skills
- Good written& negotiation Skills
- The flexibility of shifts and to work overtime hours as per business requirements.
- Commitment to performance excellence or doing a phenomenal job
- Results-Oriented & Phenomenal teammate
- Analytical & problem-solving skills
- Multi-tasking &Stress management abilities
- Ability to maintain high levels of confidentiality and data security standards
- Work through multiple tasks with minimal direction
- Customer Service within a banking environment
- Customer remediation service experience preferred
- ID: #42670058
- State: Texas Richardson 75080 Richardson USA
- City: Richardson
- Salary: Depends on Experience
- Job type: Contract
- Showed: 2022-06-09
- Deadline: 2022-08-07
- Category: Et cetera