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Phone Banking Officer

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Industry:
Banking/Financial Services
Category:
Client Services & Customer Support
Total Position:
3
Job Type:
Full Time/Permanent ( First Shift (Day) )
Department:
Operations
Job Location:
Islamabad
Gender:
No Preference
Minimum Education:
Bachelors
Career Level:
Entry Level
Minimum Experience:
Fresh
Apply By:
Oct 18, 2020
Posted On:
Sep 15, 2020
Job Description

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:

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.

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.

Other Assignments:

  • Any other relevant project/assignments assigned by line manager.

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.

Education:

  • Minimum Graduation from an HEC recognized university.

Experience:

  • Minimum 1-2 Years’ of contact center experience in a financial institution.
  • In case of a regional language, fresh candidates will be considered.

Required Skills

Adaptability and flexibility, Problem Solving Skills, Attention to Detail, Great Active Listening Skills, Friendly And Pleasant Manner, Strong Communication Skills,

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