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Phone Banking Officer

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Banking/Financial Services
Client Services & Customer Support
Total Position:
Job Type:
Full Time/Permanent ( Rotating )
Job Location:
No Preference
Minimum Education:
Career Level:
Entry Level
Minimum Experience:
Apply By:
Jun 30, 2019
Posted On:
May 25, 2019
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

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.


  • Minimum Graduation from an HEC recognized university.


  • 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.


  • Minimum 1-2 Years’ of contact center experience in a financial institution.

            In case of a regional language, fresh candidates will be considered.  


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