Customer Support Officer.Client Experience and Conduct Group

Job Purpose

To delight internal and external customers over the phone ( inbound & outbound -call back)

• Interact with customers over the phone to understand their banking needs.
• Provide excellent customer service to achieve customer loyalty.
• Resolve problems over the telephone.
• End-to-end follow-up of customer issues
• Migrate customers to digital channels
• Convert sales opportunities to meet financial targets.
• Clarify and explain procedures and products over the telephone.
• Capture and report customer feedback towards continual product development.

Key Result Areas

Achieve the required KPI set in terms of Adherence, CRD, AHT, Quality score, and post-call survey NPS

Operates in a Call Centre environment where the interface with customers is over the telephone.

• Operates within standard rules and guidelines set by the Bank and additional ones set by and unique to the CXCG Inbound call center.
• Mostly related to explaining procedures or providing information regarding retail banking products.
• Also involves root cause analysis and reversals of charges when necessary.

Knowledge, Skills, and Experience

University Graduate (preferably with some finance/banking or maths component).

• 1 – 3 years’ experience
• Very customer-focused
• Computer literacy is a must
• Excellent communication skills in English & Urdu/Hindi
• Strong listening & Strong interpersonal skill