Reported successfully

The key responsibility of this role is to provide a comprehensive and effective complaints and service request management; working closely with all respective business units to investigate and provide the best resolution to customers.

• Escalate customer complaints/requests to respective team and follow up closely to get the resolution within defined SLA.

• To meet all KPIs as per complaints/requests resolution standards and to ensure end to end follow up in all complaints/requests received.

• To work along with other business units in ensuring higher resolution rate and ensure timely resolution is given to customers and high level of professionalism is maintained at all times.

• Make outbound calls according to standard operating procedures and call handling scripts to explain customer complaints, provide the resolution and close the tickets.

• Act as a single point of contact for all complaints 

• Identify, highlight and escalate priority issues and VOCs to Superior.

• Document and tag all call category types information according to standard operating procedures in CRM.

• Able to hit the daily productivity target basis on duty assigned per channel.

• Workforce rostering, attendance and punctuality monitoring.

• Effective knowledge and usage of systems used in resolving customer’s requests or complaints. 

• Work with positive mind set, respect and teamwork.

• Ability to effectively prioritize and execute tasks

• Ability to achieve thoroughness and accuracy when accomplishing the task. 

• Flexible to work on-shift assignment if required.

• Any Graduate.

• Proficient in relevant computer applications.

• Required language proficiency (Myanmar, English)

• Knowledge of customer service principles and practices.

• Knowledge of call centre telephony and technology.

• Good data entry and typing skills.

• Basic banking knowledge is preferred.

• Being able to adapt new situations and environments is important.

• Some experience in a call centre or customer service environment is preferred.

• Experience in complaints handling and issue resolution.