Customer Care Agent 

Job Purpose:

Provide & deliver a professional one-stop customer service and create a positive impression of the bank via email correspondence in line with bank’s established standards operating procedures and policies.

Principal Accountabilities

Work Management

 Ensure superior customer services & answer all incoming customer care emails with maximum quality and highest productivity.

Recognize and convert sales opportunities while answering prospect customers’ inquiries and deepen existing customers’ relationships by cross Selling and generating sales leads.

Applying sound & accurate product and service knowledge.

Follow up all activities and requests arising from customers’ calls and deliver as promised.

Identify and log complaints for complaint handling.

Provide management with valid and regular customers’ feedback.

Ensure efficient secrecy by applying the standard security measurements before providing any information to callers as specified by bank’s policy & procedures.

Support customer-centric evolution of customer care email handling process and recommend opportunities for process improvement to Customer Care Team Leader

Education and Experience

Bachelors or Diploma Degree

Full understanding of Banking products and services required to be able to support customers.