Junior Executive / Executive - Contact Centre Specialist

KEY RESPONSIBILITIES

• Identify customer issues/concerns and provide necessary solutions
• Proven exposure in providing training to contact center agents and monitoring call quality
• Escalation of customer requests accurately on a timely manner
• Ensure that a high level of service is provided to all customers
• Ensure that all Internal Business Guidelines and processes are followed when dealing with customers
• Ensure up-to-date product /process knowledge is acquired and maintained via self-learning

EXPERIENCE & QUALIFICATIONS

• Minimum 5 years of experience in the Banking or Finance industry with at least 3 years exposure in contact center
• Ability to work on roster basis
• Should possess excellent communication skills, analytical skills and high level of attention to details
• Good computer literacy with sound knowledge in MS Office packages
• Must be a team player with a performance driven and service-oriented mind-set

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