Contact Center Agent (Contractual)

About the role

This contractual role involves handling inbound calls to assist customers, answer their queries and deliver excellent customer service. Outbound services or sales calls are also performed when required. Strong communication skills and the ability to work on holidays are essential.

Key responsibilities

• Handle inbound calls and provide end-to-end solutions to clients
• Ensure enquiries, service requests and complaints are handled according to defined processes
• Stay updated on contact center processes, policies and bank product information
• Support clients on client-initiated needs and deliver on transactions, service requests and mobile/online training
• Aim for maximum first-call resolution and co-browse with clients to resolve issues
• Solve problems and close issues without handing them over
• Educate and guide clients on interacting with the bank online, and set up online banking and ATMs where needed
• Use analytics-triggered next-best-conversation suggestions and perform needs analysis during calls

Required profile

• Call center management experience
• Empathy and problem-solving ability
• Customer-centric, positive mindset with a can-do attitude
• Ability to multi-task, prioritize and manage time, staying calm under pressure, especially during peak hours
• Effective communication skills