ROLE PURPOSE

We are looking for an experienced Customer Care Champion to provide excellent inbound and outbound call customer 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 and responsible for overseeing and supervise as excellent customer support to Customer Care Specialists team during all inbound and outbound call service and directly reporting to Customer Care Manager

JOB RESPONSIBILITIES

• Respond fast and convenient customer service on customer queries, request and complaints in a timely and accurate, valid and provide the complete information by using the right methods/tools during 24/7 inbound and outbound call service
• Identify customer needs and help customers use excellent service to get customer satisfaction during 24/7 inbound and outbound call service
• Build sustainable relationships and trust with customer through open and interactive communication
• Take ownership of customers issues and complaints and follow problems through to resolution with great and excellent customer service response within service level agreement and the extra mile to engage customers
• Update and understanding our core banking system databases with useful information about all related technical issues and effectively and efficiently resolve customer issues and complaints with great customer service response and the extra mile to engage customers
• Deliver smart Goals and KPI throughout Customer Care Specialists team
• Able to Work 24/ 7 Effectively and efficiently in duty rotation plan at Customer Care Center
• Manage resources and utilize assets to achieve smart goals and KPI of Customer Care Center Performance
• Supervise an orderly workflow and 24/7 duty assignment of Customer Care specialist according to priorities the improvement of operation and service performance at Customer Care Center
• Develop, manage, and coach successful Customer Care Specialists teams that deliver an exceptional customer experience.
• Responsible to lead and supervise for their directive Customer Care Specialists team to improve excellent quality of customer service for inbound and outbound call service and customer handling performance to meet customer satisfaction and expectation
• Assist and support in Customer Care Specialists training
• Gather customer feedback and share and discuss with Customer Care Management team and reinforce and share the requirement business and operational information directly to Customer Care Specialists team
• Follow communication procedures, guidelines and policies and SOP and instruction of Customer Care Center

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 five-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.