ROLE PURPOSE

• We are looking for an experienced Senior Customer Care Specialist to provide excellent inbound and outbound call customer services with one stop personalize service, throughout Customer Care Center in which running an efficient and profitable manner, to increase customer satisfaction, loyalty, retention, growth and to meet their expectations during all inbound and outbound call service.

JOB RESPONSIBILITIES

• Work 24/ 7 Effectively and efficiently in duty rotation plan at Customer Care Center.
• Provide one stop customer service to fast and convenient responsiveness on customer queries, requests and complaints in a timely and accurate, valid and complete information by using the right methods/tools during inbound and outbound 24/7 call service.
• Identify customer needs and help customers use excellent personalize service to get customer satisfaction during inbound and outbound call services
• Build sustainable relationships and trust with customers through open and interactive communication.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution within service level agreement
• Take ownership of customers issues and complaints and follow problems through to resolution with great and excellent customer service response and the extra mile to engage customers
• Practice our core banking system databases with useful information about all related technical issues then resolve customer issues and complaints by effectively and efficiently
• Achieve Customer Care Center Smart Goals and KPI throughout Customer Care Specialist responsibilities and duties
• Gather customer feedback and share and discuss with Customer Care Champion
• Follow communication procedures, guidelines and policies and SOP and instruction of Customer Care Center
• Actively and participate training programs of Customer Care Center that deliver the outcome to customer service manner and well knowledgeable products information

Education & Special Training  

• Be proficient in basic MS Office Suite (Word, Excel, etc.) 

Experience 

• Proven working experience as Customer Service role at call center and related banking service industry  

• Minimum two-year customer service role experience and strong customer service experience organization within a regulated environment 

Knowledge & Skills  

• Service Orientation - Actively looking for ways to help people. 

• Good listening, verbal and writing skills.      

• Multi-tasking abilities 

• Persuasion - Persuading others to change their minds or behaviour 

• Patience when handling tough cases 

• Telecommunication and Time Management 

• Understanding of how CRM systems work 

• Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making. 

• Familiarity with service industry is a plus 

• Experience using help desk software and remote support tools 

Languages 

• Fluently verbal and written in basically English and Myanmar