Contact Centre Agent

Job Responsibilities

• Handle all incoming card and banking calls to meet individual qualitative and quantitative targets.
• Ensuring Nil customer negative feedback or complaint on staff manners.
• Keep records of all conversation in call center database, in a comprehensible way.
• Follow up case and ensure the response to customer is efficient and accurate within SLA.
• Stay updated with the knowledge of all service, product, and promotion.
• Strong team working ability in shift assignment to meet department targets both of % Service.
• Level and % Call abandonment.
• Escalating customer problem incidences to Call Center Management.
• Strictly comply workflow / procedure and bank policy to prevent and / or mitigate operational risk.

Job Requirements

• Minimum of 1 year working experience preferable in Banking Call Center.
• Willing to work on shift rotation.
• Good data entry and Typing skills.
• Ability to multi-task, set priorities and manage time effectively.
• Verbal and Written Communication Skills.
• Listening Skills.
• Problem Analysis and Problem-Solving Skills.
• Customer Service Orientation.
• Stress Tolerance.