Understanding of customer satisfaction with service centric minded.  Delivering with high level of customer service with online solution. The main duty of Centralized Operations Officer will be responsible for providing excellent Staff/Internal Customers queries in different channels at Helpdesk such as incoming calls/ outbound calls, email and helpdesk as per daily productivity target and guidelines.

KEY RESPONSIBILITIES

• Handle Staff/Internal Customers queries, requests and complaints via any channel (Email / Web based interactions in addition to Phone Calls)
• Answer all calls according to standard operating procedures and call handling scripts.
• Follow up and resolve Staff/Internal Customers complaints
• Provide Staff/Internal Customers with accurate product and service information and proper call handling soft skills.
• Up to date learning and research requiring information using available resources provided
• Identify, highlight and escalate priority issues and VOCs to Superior.
• Escalate or route calls to appropriate superior when necessary.
• 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.
• Effective knowledge and usage of systems used in resolving customer’s requests or complaints.
• Work with positive mind set, respect and teamwork.
• Flexible to work on-shift assignment if required.

• Any Degree holder
• Proficient in relevant computer applications
• Knowledge of customer service principles and practices
• Knowledge of banking product.
• Good data entry and typing skills
• Some experience in a call center or customer service environment is preferred
• Being able to adapt new situations and environments is important
• Fresh Graduate