Unit Head, Call Center Operation

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SHWE Bank

Unit Head, Call Center Operation

SHWE Bank

Myanmar - Yangon

Full Time

17 Mar 2023

Yangon

17 Mar 2023

Experience level

Manager

Job Function

Project, Operations Management

Min Education Level

Bachelor Degree

Job Description

Contact center reporting
Receive key updates from process owners
Monitoring and providing key updates and complaints from public to concerned process owners
Establish and manage contact center, call systems, i.e., telephony system, chatbots, email, SMS etc.,
Customer Research
Storing customer information log
Logistics and security arrangements
Scripting establishing and review
KPI establishing and review
Training arrangement with process owners
Inbound call center responsibilities are all about communication skills, rules, potential to deal with various customers of various attitudes and satisfying the customers through communication by resolving queries efficiently
Manage large amounts of incoming calls
Handle customer complaints, provide appropriate solutions and alternatives within the time limits
Basic duty is to answer all the incoming calls, but answering in a polite manner
The main responsibility of a Call Center is to give professional customer care service
Sorting out the complaints is an important duty of a Call center, some issues may need urgent attention and some may take more time, a Call center staff has to organize everything according to the priority
Understanding standard bank transactions, as well as common product and services
Scheduling the Follow-up calls to handle customer complaints regarding bank issues/process
Keep records of all conversations in our call center database in a clear way

Open To

Male/Female

Job Requirements

At least 4 years in managing call center operations team
Good presentation and public speaking skills
Good command of written and spoken English
Any bachelor’s degree holder

What We Can Offer

Benefits

Ferry/Transportation
Overtime Allowance
Rewards for over performance

Highlights

Fun working environment
International standard
Make a difference
Join an experienced team

Career Opportunities

Training provided
Learn new skills on the job
Promotion opportunities
Management potential

About Our Company

Shwe (Rural and Urban Development) Bank is a private bank in Myanmar, established in 2016. We are focused on delivering the best retail products and international financial services to our customers living in both rural and urban areas of Myanmar. We thrive to offer our customers with the best customer experience, to build strong relationships within the communities we serve and to help Myanmar prosper.

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